Customer Support Lead
About The Position
Hi, I'm Annie Lanari, Director of Support here at Jane. I've been with the team for 11 years, and I lead a group that exists to help the helpers — the practitioners and clinic owners running their practices every day. When they're stuck, stressed, or unsure, we step in to remove obstacles so they can get back to caring for their patients. This work connects directly to Jane's mission: the better we support our customers, the more time and energy they have to focus on the people who rely on them. I live in North Vancouver and love running, especially when I need space to think through a challenge or reset after a full week. If you'd like to learn more about me, you can find me on LinkedIn. This is a role for someone who genuinely loves developing people and solving real problems. As a Customer Support Lead, you'll directly lead 6–8 Team Captains, each coaching their own team of up to eight frontline reps, a direct reach of up to 64 people. Your focus is on your Captains: shaping their growth, building their confidence, and setting them up to lead well, because when they thrive, the whole system hums. You'll be close to the work, coaching in real time, helping Captains navigate escalated conversations, and using quality insights and performance data to drive continuous improvement. You see AI as a genuine lever, not a novelty, we use tools like Claude and Fellow to move faster and think sharper, and we're looking for someone already wired that way and excited to push it further alongside us. You'll partner across teams like Market Specialists, Training, and Product, and champion a culture where people feel genuinely valued. This role is for someone who genuinely believes that the people behind the team are just as important as the people in front of it. If you're obsessed with the customer experience and know that starts with how you show up for your team every day, we'd love to meet you.
Requirements
- Leadership Background
- 3–5 years of progressive leadership experience in a customer support or contact centre environment
- You've worked the frontline before stepping into leadership, that experience gives you credibility and shapes how your team experiences you as a coach
- People Development
- You've developed team leads or supervisors, not just individual contributors
- You know the difference between evaluating performance and actually building someone's capability, and you lean hard into the latter
- Operational Fluency
- Highly organized with the ability to balance competing priorities without losing sight of the bigger picture
- Familiar with contact centre software, CRM tools, and AI-assisted workflows like Claude and Fellow (HubSpot is a plus)
- Tech-Savvy
- You're comfortable adopting new technology and pick up products and tools quickly
- You use tech intentionally, to enhance customer interactions, support your team, and sharpen how work gets done
- Familiarity with contact centre software is expected; curiosity about what's next is what sets you apart here
- Communication and Problem Solving
- Clear and empathetic in how you communicate, whether navigating a tough escalation or steadying your team through uncertainty
- You approach ambiguity with a positive mindset and a natural ability to resolve conflict and find solutions under pressure
- Adaptability
- Flexible and fast-moving, you evolve with the environment, and bring the people around you along for the ride
- Working shift will be from Monday - Friday; 8:30am - 5:30pm PST
Responsibilities
- Lead with Heart
- Support, coach, and motivate 4–6 Team Captains, investing in each person's growth and understanding what they need to do their best work
- Foster an environment where feedback flows both ways, people feel safe to try things, and team morale is something you actively tend to — for you, engagement isn't just a metric, it's a responsibility
- Coach the Coaches
- Develop your Team Captains as leaders — not just evaluating their performance, but building their skills
- Conduct regular 1:1s and coaching sessions, equipping them to deliver meaningful feedback and quality coaching to their own teams
- Translate data, metrics, and trends into tangible coaching conversations and development plans
- Own Operational Excellence
- Take full ownership of your team of customer support reps, accountable for the health, performance, and continuous improvement of your line of business
- Oversee day-to-day operations, queue health, escalation pathways, and workflows, identifying where things can be tightened to reduce friction and lift the customer experience
- Leverage AI-assisted workflows to help your team move faster and work smarter
- Navigate Change and Lead Through It
- Be a steady, transparent presence when things shift, helping your team make sense of change, stay grounded, and adapt with confidence
- Lead tiger teams and change initiatives with clarity, a positive mindset, and a practical plan
- Take a vision, translate it into language that resonates, and turn it into goals your team can actually run with
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
