Full-Time Customer Support Team Lead

At Jane, our Support Team is at the heart of what we do. We’re on the lookout for a Customer Support Team Captain to coach, empower, and inspire a team of Drivers. As a Customer Support Team Captain, you will focus on coaching and developing your team, ensuring they feel motivated, engaged, and equipped to provide top-tier support. You'll foster a culture of open communication and collaboration, ensuring your team has the tools and support they need to thrive.

Coaching, Developing & Engaging Your Team

• Lead a team of ~8 Drivers with support, coaching, and growth opportunities.
• Identify knowledge gaps and trends, and create coaching plans to build confidence and skill.
• Use Jane’s 4C coaching model to provide real-time feedback and structured development.
• Build an inclusive and trusting team culture where everyone feels valued and heard.

Performance Management & Driving Success

• Conduct weekly quality reviews to highlight strengths, surface patterns, and drive continuous improvement.
• Use support metrics to guide coaching and track team progress.
• Address performance challenges proactively with thoughtful action plans.
• Celebrate wins to maintain high motivation and engagement.

Communication & Feedback

• Keep your team informed on product updates, company direction, and support goals.
• Create space for open dialogue through regular 1:1s and team meetings.
• Advocate for your team and the needs of our customers across departments.
• Lead through change with empathy, clarity, and a calm, solutions-focused approach.

Product Knowledge & Training Support

• Stay up to date on Jane’s features, workflows, and best practices, and help your team do the same.
• Monitor quality reviews to identify training opportunities and knowledge gaps.
• Encourage proactive problem-solving and support team confidence in complex situations.
• Collaborate with the Product, Marketing, and Content teams to ensure information is accurate and current.

Managing Escalations & Customer Issues with Confidence

• Handle customer escalations with empathy and urgency.
• Coach Drivers on how to navigate tough conversations and resolve complex issues.
• Offer real-time support when team members need backup.
• Spot trends in escalations and partner cross-functionally to improve workflows and reduce friction.

What We’re Looking For

• 5 years of leadership experience, leading in a high-touch customer service environment where employee engagement is key!
• A strong coach and mentor.
• A customer-obsessed mindset.
• Strong problem-solving skills and sound judgment.
• Adaptability and resilience.

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