Team Lead, Customer Care

Who We Are At ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We’ve 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. 74% of ZayZoon customers report reduced financial stress, and we’re recognized for our growth in the 2025 Deloitte Technology Fast 50 and top‑10 growth companies in Canada by CIX awards. Our recent funding extension raised our Series B to nearly $50 million USD. Please submit your application by November 14th. About The Role We’re looking for a passionate, quick‑thinking Customer Care Team Lead to jump in and drive our department KPIs. This role is a massive opportunity to optimize support channels, architect the future of our support strategy, and lead a team to be their best. Your Impact Lead a team of motivated Customer Care individuals focused on driving customer success and delivering on operational KPIs. Monitor customer service performance at 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. Establish and manage your team to individual and team goals and objectives. Assist in report creation reflecting support performance and conversation details. Monitor the Customer Care queues and assign resources to meet our targets. Coordinate and lead new hire training for Customer Care. Own escalated customer communications through to resolution. Provide input on all scheduling for Customer Care—holiday scheduling, time off, and day‑to‑day scheduling. Deliver on projects to support KPIs and metrics, continuously improving 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 by 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 responsible for managing performance. Process Improvement & change management experience. Excellent communication skills and the ability to tailor messaging for technical and non‑technical audiences. Experience with Intercom, Zendesk, Jira, HubSpot, or similar tools. Research shows that while men apply to jobs when they meet an average of 60 % of listed criteria, women and other marginalized folks tend to only apply when they check every box. If you think you have what it takes, but are not sure you check every box, apply anyway. We’d love to talk and determine together whether you could be a great fit. Why You’ll 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: A program that caters to diverse lifestyles with a maximum of 6 weeks vacation. Instant Benefits: All full‑time employees get access to medical, vision, and dental benefits from day one, including increased mental health coverage and a wellness stipend. Inclusive perks: Parental leave top‑up, earned wage access, real‑time market data for salaries, a supportive culture for lifelong learners, and more. What You Can Expect From Us Every application will be reviewed by our team—we're committed to giving each application the attention it deserves. We will keep you in the loop and respond to every application. Go ahead and hit that apply button with confidence—we can't wait to hear from you. Seniority level: Mid‑Senior level — Employment type: Full‑time — Job function: Information Technology. #J-18808-Ljbffr