Team Lead, Customer Care

ZayZoon Inc.; United States; Remote; USD 65,000 - 100,000; Full time

Benefits offered by this job

Permanently Remote

Flexible Time Off

Medical, Vision & Dental Benefits

Parental leave top-up

Earned wage access

Job summary

ZayZoon is hiring a Customer Care Team Lead to drive KPIs and shape our support strategy. In this role, you will lead a cross-functional, remote team across the US and Canada, embedding a customer-first mindset at scale and coordinating with multiple departments to optimize support operations.

You will build and coach the team, manage performance, and own escalated communications, while shaping the future of our customer care's processes and tools.

Qualifications

• 4+ years of experience in a support environment with inbound communication.
• 2+ years of people leadership experience where you were responsible for managing performance.
• Process Improvement & change management experience.
• Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.
• Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar).

Responsibilities

• Lead a team of Customer Care individuals who are focused on driving customer success to deliver on operational KPIs.
• Monitor customer service performance at the agent and team level.
• Provide coaching, 1:1s, team meetings, and real-time feedback to the team.
• Set and manage individual and team goals and objectives.
• Assist in report creation reflecting support performance and conversation details.
• Monitor queues and allocate resources to meet targets.
• Coordinate and lead new hire training for Customer Care.
• Own escalated customer communications through to resolution.
• Contribute to scheduling decisions for holidays and day-to-day coverage.
• Deliver on projects to support KPIs and improve infrastructure.
• Support cross-functional projects with Revenue Ops, Customer Success, Product, Sales, and Marketing.
• Apply best practices across processes, tooling, automation, outsourcing, etc.

Skills

Customer support

People leadership

Process improvement

Communication skills

Technical communication

Tools

Intercom

ZenDesk

JIRA

HubSpot

Job description

Who we are:

At ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.

We offer a variety of financial wellness services, like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees. ZayZoon was also recognized for its growth in the 2025 Deloitte Technology Fast 50, 2025 Deloitte Technology Fast 500, and top-10 growth companies in Canada by CIX awards. Our recent funding extension has raised our Series B funding round to nearly $50 million USD. Join us in shaping the future of employee financial wellness and building services that address the immediate needs of today’s employees.

You might see a few cities listed, but no need to be in any of them! We're fully remote and hire across Canada and the U.S.

About the role:

We're looking for a passionate, quick-thinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to be instrumental in shaping ZayZoon's Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion.

You won't be stuck in a silo! You'll work cross-functionally, partnering with teams across the company to embed a customer-first mindset at scale. This role is a massive opportunity to optimize support channels and help architect the future of our support strategy, along with leading a team to be their best. Come build, lead, and make a real impact!

Your impact:

• Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
• Monitor customer service performance on the agent and team level
• Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
• Establish and manage your team to individual and team goals and objectives
• Assist in report creation reflecting support performance and/or conversation details
• Monitor the Customer Care queues and assign resources to ensure we meet our targets
• Coordinate and lead ZayZoon new hire training for Customer Care
• Own 'escalated' customer communications through to resolution
• Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
• Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
• Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing
• Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc

You bring:

• 4+ years of experience in a support environment with inbound communication
• 2+ years of people leadership experience where you were responsible for managing performance
• Process Improvement & change management experience
• Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.
• Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)

Research shows that while men apply to jobs when they meet an average of 60% of listed criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? We'd love to talk and determine together whether you could be a great fit!

Why you'll love working at ZayZoon:

• Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever
• Flexible Time Off: Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset - our 'You-do-You' time off program caters to the diverse and evolving lifestyles of our team with a maximum of 5 weeks vacation
• Instant Benefits: All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend
• Plus: Inclusive parental leave top-up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and more

What you can expect from us:

Every application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application.