Customer Support Team Lead

One Janitorial — Remote, Full-time, Contract

About One Janitorial

One Janitorial is a commercial cleaning company operating across Canada with active US expansion. We manage roughly 700 clients and 180+ alliances through a 36-person fully remote team. We're scaling toward $7-10M in revenue in 2027.

We don't clean buildings ourselves. We sell commercial cleaning contracts to businesses and match them to local cleaning alliances who do the work. Behind every result is a team — and a team is only as good as the person leading it. That's you.

We live by one rule: over promise, over deliver. Your team is how we deliver. You make them great.

The Role

You lead a team of 6 to 8 customer support representatives and you're accountable for their performance, their processes and their growth. You run their one-on-ones, coach them, train them, hold them to their KPIs, and make their jobs genuinely great to be in. You report directly to the Department Manager.

You are not a manager of tasks. You are a builder of people. Your job is to take a team and make them measurably better — better at following process, better at their numbers, and happier in the work.

What You'll Actually Do

1. Manage and develop your team. Own the day-to-day performance of 6 to 8 people. Hold regular one-on-ones following our coaching process. Remove obstacles, set them up to win, keep them engaged. Make each person better this month than last.

2. Ensure processes are followed. Make sure every person is executing their processes correctly. Catch slippage early and coach it before it becomes a problem. Hold the standard consistently across the whole team.

3. Train your team. Train new and existing people on their roles and processes. Deliver ongoing training. Make sure everyone knows exactly what's expected and how to do it.

4. Hit KPIs and metrics. Track each person against their targets. Address underperformance directly and reinforce strong performance on the spot. Own the team's results, good or bad.

5. Run the operational details. Confirm payroll is right and on time for your team. Set schedules and make sure coverage is in place. Keep the team organised and on track.

What You Need to Have

Experience — both of these are hard minimums, not preferences

• At least 1 year leading a team — team lead, supervisor, manager or operations lead, with people reporting to you. Remote experience strongly preferred. Customer support or client service for North American businesses.
• At least 2 years actually doing the job you'd be leading — customer support, client service or account coordination, on the phone and in writing. You cannot coach a call you have never handled.
• Pure data entry or back-office admin does not count toward that second requirement — it has to be real customer contact.
• A track record of leading a team to hit its targets, with numbers you can name.
• Proof you've developed people and made them better.
• Excellent written and spoken English — clear, confident, professional.

We also look at your work history. A pattern of short stays — several jobs under eight months in the last few years — or repeated gaps between jobs will count against you, and we'll ask you about it.

• You coach effectively — you can name exactly what to fix and help someone fix it
• You hold people accountable without crushing them
• You manage by the numbers and always know where your team stands
• You're organised — schedules, payroll confirmations and processes don't slip on your watch
• You're consistent — you run the same rhythm every single day

Personality (non-negotiable)

• A leader — people perform better and enjoy their work more because of you
• Great attitude — you bring energy and standards, not negativity
• Direct but caring — honest feedback without making it personal
• Accountable — you own your team's results
• Reliable — great attendance, early, every day

Setup (non-negotiable)

• A good camera and a professional appearance on video calls
• A quality headset with a clear microphone
• Reliable, high-speed internet, plus a backup connection
• Backup power that keeps you working through an outage
• A computer, not a phone, in a quiet room where nobody else can be heard

What This Job Is Not

• Not a hands-off management role. You're in one-on-ones, coaching, training and the numbers every day.
• Not a role for someone who avoids hard conversations. Holding people accountable is the job.
• Not a role for someone who has never done the calling themselves. You need both sides.
• Not a 9-to-5-and-coast role. Your team's performance is your performance.
• Not a slow company. We move fast and we expect you to.

If you're thinking "this is the role I've been looking for," apply. If you're thinking "I could probably do most of this," please don't.

The Hiring Process

• Application review — we respond within 5 business days
• 30-minute meeting with your HR person
• A department-specific activity — we may ask you to do a short piece of the actual work so we can see how you do it
• Final meeting with the department manager