Team Lead, Customer Care

Team Lead, Customer Care at ZayZoon Please submit your application by November 14th. 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 services such as earned wage access, and 74% of customers report reduced financial stress. ZayZoon was recognized 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. About The Role We’re looking for a passionate, quick‑thinking Customer Care Team Lead to 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 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 targets are met. Coordinate and lead new‑hire training for Customer Care. Own escalated customer communications through to resolution. Provide input on scheduling for Customer Care – holiday scheduling, time off, and day‑to‑day scheduling. Deliver projects to support KPIs and metrics, and continuously improve 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, managing performance. Process improvement & change management experience. Excellent communication skills, tailoring messaging for technical and non‑technical audiences. Experience with Intercom, Zendesk, Jira, or HubSpot (or similar). Research shows that men apply to jobs when they meet an average of 60% of listed criteria, while women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply anyway We’d love to talk and determine whether you could be a great fit. Why You’ll Love Working At ZayZoon Permanently Remote: work from a desk, coffee shop, or outdoors – fully remote, forever. Flexible Time Off: maximum of 6 weeks vacation under the “You‑do‑You” program. Instant Benefits: medical, vision, dental coverage and mental health coverage plus wellness stipend from day one. Inclusive parental leave top‑up, earned wage access, real‑time market data for salaries, supportive culture for lifelong learning and more. Every application will be reviewed by our team – we’re committed to giving each application the attention it deserves. We want to make sure you’re always in the loop and will respond to every application. Referrals increase your chances of interviewing at ZayZoon by 2x. Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology #J-18808-Ljbffr