Team Lead, Customer Care

4 weeks ago

Winnipeg Toronto Montreal Calgary Vancouver Edmonton Old Toronto Ottawa Mississauga Quebec Halifax Saskatoon Burnaby Hamilton Victoria Surrey Halton Hills London Regina Markham Brampton Vaughan Kelowna Laval Southwestern Ontario R, Canada ZayZoon Full time

Team Lead, Customer Care – ZayZoon Join us to be a Team Lead in our Customer Care department and help drive our KPIs toward our mission of saving 10 million employees $10 Billion. Who We Are At ZayZoon, we create a financial empowerment platform that helps businesses of all sizes improve employee financial wellness. We’ve helped 74% of customers reduce financial stress, and we’re recognized by Deloitte Technology Fast 50 and CIX awards. Our Series B round has brought in nearly $50 million USD. About the Role We’re looking for a passionate, quick‑thinking Customer‑Care Team Lead to drive our department and collaborate across teams to embed a customer‑first mindset at scale. Your Impact Lead a team of motivated Customer Care individuals focused on driving customer success and operational KPIs. Monitor agent and team performance and provide real‑time feedback, coaching, and 1:1 sessions. Manage team goals and objectives and assist in report creation reflecting support performance. Monitor queues, assign resources, and coordinate new‑hire training for Customer Care. Own escalated customer communications through to resolution. Contribute to scheduling, project delivery, and continuous improvement of our support infrastructure. Collaborate with Product, Sales, Marketing, and other partners to improve operational efficiency. Leverage product knowledge to apply 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 managing performance. Process‑improvement and change‑management experience. Excellent communication skills with the ability to tailor messaging for technical and non‑technical audiences. Experience with Intercom, Zendesk, Jira, HubSpot or similar. Why You’ll Love Working at ZayZoon Permanent remote: work from wherever you choose and enjoy a fully remote, forever‑remote role. Flexible time off: up to six weeks of vacation and a “You‑do‑You” program that supports diverse lifestyles. Instant benefits: medical, vision, dental, mental‑health coverage, wellness stipend, and more from day one. Parental‑leave top‑up, earned wage access, real‑time salary data, and a culture that supports lifelong learning. What You Can Expect From Us All applications are reviewed with care, and we will keep you updated through every step of the process. Apply confidently—our team is ready to support you Application Deadline: November 14th Seniority Level Mid‑Senior Level Employment Type Full‑time Job Function Information Technology #J-18808-Ljbffr

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