Lead Customer Care remotely at ZayZoon while driving department KPIs, coaching people, and improving support operations across Canada and the U.S.

As Customer Care Team Lead, you will shape ZayZoon’s Customer Care organization and advance its employee financial wellness mission. You will monitor performance, manage goals, optimize support channels, and collaborate across teams. The role combines people leadership, operational oversight, escalated communications, and process improvement.

Key Responsibilities:

- Lead Customer Care employees toward customer success and operational KPIs
- Monitor agent and team customer service performance
- Coach employees through one-to-ones, feedback, and team meetings
- Assign queue resources and manage support targets
- Coordinate Customer Care recent hire training

Requirements:

- Four or more years in inbound support environments
- Two or more years managing people and performance
- Process improvement and change management experience
- Excellent communication for technical and non-technical audiences
- Experience with Intercom, Zendesk, Jira, HubSpot, or similar

Bring Customer Care leadership, KPI management, coaching, and support operations expertise to ZayZoon’s fully remote team.

📌 Customer Care Team Lead (Edmonton)
🏢 ZayZoon
📍 Edmonton