Support Team Lead — Coaching & Growth Champion

Openkrill; United States; Remote; USD 75,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits

Remote-first culture

Career development

Job summary

Jane is a founder-led, high-growth SaaS company with a remote-first team serving the US, Canada, and the UK. We’re seeking a Team Captain to coach a growing customer support group, drive performance, and shape day-to-day experiences for practitioners and clinic owners using Jane’s platform.

You will be close to the work, coaching in real time, and using quality reviews and metrics to continuously improve. Join a culture that celebrates impact and learning.

Qualifications

• 5 years of leadership in a high-touch customer service environment.
• Strong coaching, mentoring and accountability.
• Ownership mindset with initiative and follow-through.
• Customer-obsessed mindset delivering best-in-class experience.
• Data-driven decisions using insights and metrics.
• Confident communicator across 1:1s, meetings, and Slack.

Responsibilities

• Lead a team of ~8 customer support reps with real-time coaching.
• Coach for demos and account setups to ensure polished delivery.
• Identify knowledge gaps and develop targeted coaching plans.
• Use CSAT, FCR, and Quality metrics to guide coaching and improvements.
• Foster an inclusive, transparent team culture with regular 1:1s and updates.

Skills

Leadership

Coaching

Customer service

Data analysis

Communication

Adaptability

Tools

Claude

Fellow

Job description

Jane is a founder-led, high-growth SaaS company with a remote-first team serving the US, Canada, and the UK. We’re seeking a Team Captain to coach a growing customer support group, drive performance, and shape day-to-day experiences for practitioners and clinic owners using Jane’s platform.

You will be close to the work, coaching in real time, and using quality reviews and metrics to continuously improve. Join a culture that celebrates impact and learning.