In this role, you will lead, coach, and support a high-performing customer support team while ensuring exceptional service quality and continuous improvement in customer experience.

• Lead and develop a team of approximately 8 customer support representatives using structured coaching frameworks and real-time feedback
• Coach team members on customer interactions, including demos, onboarding, account setup, and complex issue resolution
• Monitor key support metrics such as CSAT, quality scores, and resolution rates to identify trends and guide performance improvement
• Conduct regular 1:1s, team meetings, and feedback sessions to build engagement, accountability, and professional growth
• Handle escalated customer issues with empathy and urgency, providing guidance to ensure effective resolution
• Identify knowledge gaps and operational trends to design targeted coaching and training initiatives
• Collaborate with cross-functional teams to improve workflows, documentation accuracy, and support processes
• Foster an inclusive, transparent, and high-trust team culture that encourages communication and continuous learning
• Support adoption and understanding of evolving tools, including AI-powered solutions, within the team
• Contribute to change management initiatives by providing clarity, stability, and support during transitions

Requirements:

The ideal candidate is a confident, empathetic leader with strong coaching abilities and a deep commitment to customer experience and team development in a remote environment.

• Minimum 5 years of leadership experience in a high-touch customer service or support environment
• Proven ability to coach, mentor, and develop teams while maintaining accountability and performance standards
• Strong customer-obsessed mindset with a focus on delivering high-quality service outcomes
• Experience working with performance metrics and using data insights to guide decisions and improvements
• Excellent communication skills, with the ability to influence, align, and engage stakeholders at all levels
• Demonstrated ability to lead remote or distributed teams effectively
• Strong problem-solving skills with sound judgment in ambiguous or fast-changing situations
• Ability to manage escalations calmly and effectively while supporting team learning
• Adaptability, resilience, and comfort navigating change in a growing organization
• Collaborative mindset with a proactive approach to improving processes and team performance

Benefits:

• Competitive salary range with growth-focused compensation philosophy
• Comprehensive health, dental, and wellness benefits
• Remote-first work environment across Canada
• Opportunities for career development, coaching, and continuous learning
• Exposure to innovative tools and AI-enabled workflows
• Inclusive and collaborative team culture focused on growth and impact
• Strong emphasis on work-life balance and employee well-being
• Meaningful work supporting healthcare professionals and improving patient experiences.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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