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Salary: CAD 75,000 - 120,000 / annual
Jane App is a founder-led, high-growth SaaS company serving the healthcare practice management space. More than 70,000 businesses and 250,000+ practitioners use Jane daily to run their clinics, care for patients, and grow their communities.
As Support Team Captain, you will lead a team of approximately eight customer support representatives, playing a direct role in shaping their growth, confidence, and day-to-day experience. You'll be close to the work—coaching in real time, navigating complex customer conversations, and using quality reviews and metrics to drive continuous improvement.
Key responsibilities include:
- Leading, growing, and coaching your team using Jane's 4C coaching model to deliver real-time feedback, structured development, and support through challenging conversations.
- Coaching the team on demos and account setups to ensure polished, confident customer interactions.
- Identifying knowledge gaps and trends to build targeted coaching plans that grow confidence and skill, including helping the team build comfort with emerging tools and AI-powered features.
- Using support metrics (CSAT, First Call Resolution, Quality) through weekly quality reviews to guide coaching, track progress, and address performance challenges proactively.
- Building an inclusive and trusting team culture by celebrating wins, creating space for open dialogue through regular 1:1s and team meetings, and keeping everyone informed on product updates and company direction.
- Leading through change with empathy, clarity, and a solutions-focused approach, advocating for your team and customers across departments.
- Handling customer escalations with empathy and urgency, offering real-time backup and coaching team members on navigating complex situations.
- Spotting trends in escalations and partnering cross-functionally with CS Operations and Content teams to improve workflows and reduce friction.
- Staying current on Jane's features, workflows, and best practices—including AI-powered tools like Claude and Fellow—and helping your team do the same.
Jane is in an exciting growth chapter, expanding further into the US market. You'll play a meaningful role in shaping team culture, championing customers, and helping the people around you do their best work.
REQUIREMENTS:
- 5+ years of leadership experience in a high-touch customer service environment where employee engagement is key.
- Strong coaching and mentoring skills; ability to motivate, develop, and retain exceptional people while holding space for honest feedback and accountability.
- Ownership mindset with initiative and follow-through to drive real outcomes for your team and customers.
- Customer-obsessed mindset passionate about delivering best-in-class experiences.
- Ability to use data and insights to understand patterns, inform decisions, and guide improvements without losing sight of the people behind the numbers.
- Confident communicator who fosters open, honest conversations across 1:1s, team meetings, and Slack; ability to influence and align others toward shared goals.
- Curious, collaborative approach with a focus on continuous improvement.
- Strong problem-solving skills and sound judgment to navigate ambiguity and make thoughtful, timely decisions.
- Adaptability and resilience to stay steady through change and support others in uncertain or fast-paced environments.
- Experience leading remote or distributed teams and building connection and accountability across distance.
Note: The company welcomes applications from candidates who don't meet every single qualification but are excited about the role.
