Customer Support Team Lead

About Jane: Helping the Helpers

At Jane, we’re on a mission to make life easier for healthcare practitioners and their patients. Our platform supports clinics with online booking, charting, scheduling, payments, telehealth, and more, helping practitioners focus on care, not admin.We’re a remote-first, founder-led company that believes great work happens when people feel trusted, supported, and connected. Autonomy and flexibility are a big part of our culture—whether that means balancing work with family life, collaborating across time zones, or jumping into one of our many Slack communities.But we don’t just build software—we build relationships. We set a high bar for customer care, problem-solving, and innovation because our customers do too. And as Jane grows, so does our impact.Our vision? More Happier Helpers. That means supporting our customers, our teammates, and our community as we continue to evolve. If you’re excited by meaningful challenges, real impact, and a team that values curiosity and collaboration, we’d love to hear from you.

At Jane, our Support Team is at the heart of what we do. 💙

We believe that every interaction is an opportunity to create a human, helpful, and delightful experience for the healthcare practitioners who rely on us. We’re looking for a Customer Support Team Lead, or as we call them, Team Captain, to coach, empower, and inspire a team of Drivers, our front-line customer support specialists. Our Drivers do more than just answer questions; they provide thoughtful guidance, solve problems proactively, and build relationships with our customers to ensure they get the most out of Jane. Jane’s support is about helping the Helpers. We educate, troubleshoot, host demos, and onboard customers, always keeping their needs at the center of what we do. As a Team Captain, you’ll play a crucial role in developing your team, ensuring they feel motivated, engaged, and equipped to deliver exceptional support. You’ll also help shape initatives that enhance the customer experience, drive quality, and create real impact. If you’re a customer-obsessed leader who can coach, support, and develop a high-performing team, we’d love to hear from you.

What You’ll Be Doing

• Lead and mentor a team of ~8 Drivers by providing ongoing 1:1 coaching, real-time feedback using Jane’s 4C model, and structured growth conversations. Foster a culture of trust, inclusivity, and continuous learning through training, career development planning, and curiosity-driven development.
• Conduct regular quality reviews to highlight key behaviours, track trends, and identify coaching opportunities. Use performance data (e.g. CSAT, FCR, service levels) to develop targeted coaching plans and drive continuous improvement.
• Foster open, transparent communication with your team and across departments.
• Keep Drivers informed about product updates, company changes, and support strategies through regular one-on-ones and team meetings.
• Monitor customer trends through weekly quality reviews, CSAT results and collaborate with cross-functional teams to address issues at the root cause and find human, helpful and delightful solutions.
• Lead your team through change with adaptability and a solution-oriented mindset.  Encourage proactive problem-solving and help Drivers build confidence in handling tough challenges
• Support your team by jumping in to assist customers, troubleshoot complex issues, and model exceptional service. Manage escalations with empathy and urgency while coaching Drivers on effective de-escalation tactics.

What We’re Looking For

• Minimum of 2 years of leadership supporting a team who does calls, chats and emails to support customers
• A strong coach and mentor who knows how to motivate, develop, and retain exceptional people.
• A customer-obsessed approach with a passion for delivering a best-in-class experience.
• With a data-informed mindset, you’ll use insights to drive improvements and identify coaching opportunities.
• Outstanding communication skills, and you foster open, honest, and constructive conversations in one-on-ones, team meetings, and Slack.
• Growth mindset, you’re always looking for ways to improve how we work to create better experiences for everyone.
• Adaptability and resilience: you thrive in fast-paced, ever-changing environments.
• Experience leading a remote or distributed team.
• Familiarity with CRM and support tools, Talkdesk, Helpscout, etc.

**Internally, the role will be titled "Customer Support Team Captain."**

Compensation Expectations for the Role

Jane’s committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $75,000 and maximum annual salary of $105,000. As you may have noticed, this salary range is quite large, and this is intentional to account for the growth someone will experience in the role throughout their time at Jane (i.e., from building the skills, to accomplished, to highly proficient, all the way to achieving excellence in the role).

Paying clearly is one of our compensation fundamentals to help folks build trust in the compensation process at Jane. To better understand Jane’s compensation fundamentals and how this range is determined, click on this link here for a short video walkthrough of how it all works! We also welcome you to ask as many questions as you’d like about compensation throughout the interview process to ensure you feel confident and build trust through the process.

More information on our benefits can be found here

At Jane, we’re committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make Jane an inclusive, equitable, and diverse workplace.

We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that Jane serves.

We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the Jane community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you.