Team Lead, Customer Care

LocationCalgary;
Edmonton;
Halifax;
Moncton;
Ottawa;
Toronto;
Vancouver;
Winnipeg
Employment TypeFull time
Location TypeRemote
DepartmentCustomer Care & Operations
CompensationBase Salary Range: CA$85K CA$15.5K Bonus
At ZayZoon, we pay based on your knowledge and experience, not your negotiation skills. Our ranges are informed by market data with a goal of paying around the market midpoint. Your starting point will reflect your experience and readiness coming in - typically the upper end of the band is reserved for those who've built deep mastery and a track record of high impact over time. Beyond base salary, we offer a total rewards experience that goes well beyond average, including fully remote work, a company-wide bonus program, meaningful investment in your growth, and a culture we’re genuinely proud of.
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 a variety of financial wellness services, like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees. ZayZoon was also recognized for its growth in the 2025 Deloitte Technology Fast 50, 2025 Deloitte Technology Fast 500, and top-10 growth companies in Canada by CIX awards. Our recent funding extension has raised our Series B funding round to 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.
You might see a few cities listed, but no need to be in any of them! We’re fully remote and hire across Canada and the U.S.
About 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 be instrumental in shaping ZayZoon's Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion.
You won't be stuck in a silo! 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. Come build, lead, and make a real impact!
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 to your team
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 ZayZoon 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, as well as 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, and 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:
Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset – our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 5 weeks vacation
Instant Benefits:
All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend
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 because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application.
Compensation Range: CA$85K
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