Team Lead, Customer Care

ZayZoon
Calgary, Edmonton, Toronto, Vancouver, Winnipeg, Ottawa, Halifax, Moncton
Workplace: RemoteFull timeCAD 85,000 - 85,000 annuallyFunction: Administration & Executive AssistanceExperience: 4+ yearsSkills: ["Communication","Coaching","Process improvement","Cross-functional collaboration"]

Lead a Customer Care team and drive department KPIs by monitoring performance at both the agent and team level. Coach and support your team through 1:1s, real-time feedback, training coordination, and escalated customer communications through resolution. Manage queues and scheduling, improve support processes and tooling, and partner cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing to continuously elevate customer-first operations.

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ZayZoon
ZayZoon
17 hours ago

Team Lead, Customer Care

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead a Customer Care team and drive department KPIs by monitoring performance at both the agent and team level. Coach and support your team through 1:1s, real-time feedback, training coordination, and escalated customer communications through resolution. Manage queues and scheduling, improve support processes and tooling, and partner cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing to continuously elevate customer-first operations.
Location: Calgary, Edmonton, Toronto, Vancouver, Winnipeg, Ottawa, Halifax, Moncton
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a Customer Care team to deliver on operational KPIs.
  • •Monitor customer service performance at the agent and team level and provide real-time feedback.
  • •Establish team goals and objectives, and manage individual and team performance.
  • •Monitor Customer Care queues, assign resources, and coordinate scheduling (holiday, time off, day-to-day).
  • •Own escalated customer communications through to resolution and assist with report creation and KPI-focused projects.

Pay and Benefits

Salary: CAD 85,000 annually
Perks:Health InsuranceVisionDentalWellness StipendParental Leave

Key Requirements

  • •4+ years of experience in a support environment with inbound communication.
  • •2+ years of people leadership experience managing performance.
  • •Process improvement and change management experience.
  • •Excellent communication skills, including tailoring messaging for technical and non-technical audiences.
  • •Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar).
Experience:4+ yearsCustomer supportFinancial wellness
Skills:CommunicationCoachingProcess improvementCross-functional collaboration
Tech Stack:IntercomZenDeskJIRAHubSpot

Company Brief

ZayZoon
Provides on-demand pay and payroll-integrated financial wellness solutions that let employees access earned wages before payday. Partners with employers to offer budgeting, savings, and financial education tools to improve workforce retention and financial health.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Calgary, Canada
Founded: 2014
WebsiteLinkedIn