Team Lead, Customer Care

Join to apply for the Team Lead, Customer Care role at ZayZoon Please submit your application by November 14th. About ZayZoon: At ZayZoon, we are on a mission to save 10 million hardworking employees $10 billion. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness. With 74% of our customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees. ZayZoon was recognized for its growth in the 2025 Deloitte Technology Fast 50 and top‑10 growth companies in Canada by CIX awards. Our recent Series B funding round raised nearly $50 million USD.Join us in shaping the future of employee financial wellness and building services that address the immediate needs of today’s employees. The Role We’re looking for a passionate, quick‑thinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to shape ZayZoon’s Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 billion. You’ll work cross‑functionally, partnering with teams across the company to embed a customer‑first mindset at scale. This role is a massive opportunity to optimize support channels and help architect the future of our support strategy, along with leading a team to be their best. Your Impact Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs. Monitor customer service performance on 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/or conversation details. Monitor the Customer Care queues and assign resources to ensure we 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, and continuously improve 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 applying best practices across processes, tooling, automation, outsourcing, etc. You Bring 4+ years of experience in a support environment with inbound communication. 2+ years of people leadership experience where you were 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. 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: You can take up to 6 weeks vacation and enjoy a “You‑do‑You” time off program. Instant Benefits: Full‑time employees get medical, vision, dental, mental health coverage, and a wellness stipend from day one. Plus: Inclusive 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, keeping you in the loop and responding promptly. We can’t wait to hear from you. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Location: Calgary, Alberta, Canada #J-18808-Ljbffr