Team Lead, Customer Care

Bazeta; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Fully remote

Flexible time off

Medical, vision, dental

Wellness stipend

Parental leave top-up

Job summary

ZayZoon is seeking a Team Lead for Customer Care to drive the department's KPIs across a fully remote team in the United States. You will mentor agents, monitor performance, and optimize support processes to improve customer outcomes and operational efficiency.

You will collaborate with Revenue Operations, Customer Success, Product, Sales, and Marketing to implement scalable support strategies, train new hires, and lead ongoing improvements in tooling and workflows.

Qualifications

• 4+ years of experience in a support environment with inbound communication.
• 2+ years of people leadership experience managing performance.
• Strong process improvement and change management experience.
• Excellent communication, able 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 professionals to drive customer success and KPIs.
• Monitor agent and team-level performance; provide coaching and feedback.
• Coordinate scheduling and onboarding for new hires; manage 1:1s and team meetings.
• Own escalated customer communications through to resolution.
• Support cross-functional projects with Revenue Operations, Customer Success, Product, Sales, and Marketing.
• Deliver on projects to improve KPIs and infrastructure.

Skills

Customer support

People leadership

Process improvement

Communication skills

Intercom/Zendesk/Jira/HubSpot

Tools

Intercom

Zendesk

Jira

HubSpot

Job description

# Team Lead, Customer CareUnited States6 hours agoID 3716163Price on request## DetailsEmployment type: Full-timeRemote: YesCompany: ZayZoon## DescriptionWho we are At ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We have 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. You might see a few cities listed, but no need to be in any of them! We are fully remote and hire across Canada and the U.S. About the role We are 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 will 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. 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, including 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, and outsourcing. 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 and 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). Why you will 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: 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, and a supportive culture for lifelong learners. Source: Jobspresso (https://jobspresso.co/job/team-lead-customer-care/)This listing comes from a partner feed. Apply on the source website.Source:ZayZoonShare Listing provided by ZayZoon.Price on requestApply on the source websiteActive until Nov 23, 2026