Customer Care Team Lead

Lead Customer Care remotely at ZayZoon while improving support performance, coaching people, and managing operational KPIs across Canada and the United States. This full-time position emphasizes customer service leadership, performance monitoring, and process improvement.As Customer Care Team Lead, you will shape ZayZoon’s Customer Care organization while supporting its employee financial wellness mission. You will manage performance, optimize support channels, coordinate training, and collaborate cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing.Key Responsibilities:
Lead Customer Care team performance toward operational KPIsCoach employees through one-to-ones, meetings, and feedbackMonitor queues, assign resources, and manage service targetsCoordinate new-hire Customer Care trainingResolve escalated customer communications through completionRequirements:
Four-plus years in inbound support environmentsTwo-plus years managing people and performanceProcess improvement and change management experienceExcellent technical and non-technical communication skillsExperience with Intercom, Zendesk, Jira, or HubSpotBring customer care leadership, coaching, and process improvement expertise to ZayZoon’s fully remote operations team across Canada.
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