Support Lead

Join Our Mission: Help the Helpers with Jane

Let's kick things off with a quick intro. Jane is a team that's all about fostering growth, spreading delight, and serving our healthcare community. We're on the hunt for people ready to jump in and join us while we simplify the lives of healthcare practitioners and patients daily. And guess what? Jane is a remote-first company, meaning every role at Jane, including this one, is remote — giving you the freedom to work from any corner of Canada.

Your Role in Our Journey

We currently have an opening for a Customer Support Team Lead for a 1-year Maternity Leave.

As a Jane Support Team Lead, you will be part of the heartbeat of our customer support team, guiding and supporting our teams and drivers to deliver delightful and quality support every day. You’ll play a crucial role in promoting a positive remote work environment, ensuring that both our team and our customers feel valued, heard and celebrated. Your leadership will help us meet our goals and enhance our customers' experiences.

Learn More About Us

We're founder-led, which means we live our values while maintaining a clear vision for the future. Our product enables the likes of physiotherapists, mental health counsellors, chiropractors, and other allied health practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, secure payments and billing along with an evolving library of features. You can see more of them here.

There is often a high bar set, not just for the quality of work, but for the care we show for each other and our customers. And it’s our customers raising that bar, never standing still and continually improving which keeps us on our toes. It's not just about what you've done before or how quickly you work; it's about your curiosity and drive to solve the right problems and your agility in learning new ways of thinking.

No doubt, Jane's a special place to work. There is autonomy and flexibility to help integrate work into your life in a way that makes sense for you. Need to block out time to pick up the kids? Go for it. That's normal here. And yes, we have a Slack channel for parents, but we've also got channels dedicated to plants, furry friends, food, pride, wellness - you get the idea! While we love to connect virtually, the Jane team also connects in person throughout the year. That comes in the form of departmental get-togethers, company retreats, or possibly a conference or two across North America if you’re keen to learn more about our community of healthcare providers. We're on the search for folks who are ready to dive in and become part of our journey toward making healthcare professionals' lives easier every single day.

You can also learn more about Jane as a company and a product by checking out our Glassdoor reviews and our Capterra Reviews

But we’ll also keep it real — as much as we love our work, the mountain we're climbing is always getting taller. We're a growing company, and with that comes the challenge of navigating an environment with many moving parts, often without a clear-cut path laid out in front of us. This is where you come in. If you're the kind of person who gets a kick out of being resourceful and loves solving problems, you'll fit right in.

Our vision as we move towards 2025 is all about creating More Happier Helpers. That means not just growing in numbers, but growing a community of thriving healthcare professionals who provide top-notch care with Jane at the heart of their operations. If you're someone who's feeling stifled by bureaucracy, itching to shake things up, or just someone who wants to make a genuine impact in the world, consider if the Jane team is the place for you.

We believe in collaboration, humility, and keeping a growth mindset. We're looking for people who can embrace our way of working, which often means being flexible and open to change. So, if after reading this, you feel excited about the opportunity — all in the name of helping those who help others — reach out to us to learn more.

In short, if you're excited by our growth, ready to contribute to a challenging yet rewarding environment, and eager to be a disruptor alongside a team of talented individuals, we’d love to hear from you!

The impact you could have

• Lead with Heart: Support, coach, and motivate a team of customer support 4-6 Team Captains who manage up to 8 drivers each, fostering an environment where everyone feels valued and empowered to do their best work.
• Drive Performance: Monitor and analyze team performance metrics to be data informed and know how to use this information to coach to behaviours to help drivers grow through regular coaching and feedback. Identify training needs and coordinate ongoing development.
• Be the Voice of the Customer: Address escalated customer conversations and concerns, ensuring each interaction is handled with a human voice, care and close the loop on any feedback. Your goal is to turn challenges into opportunities for connection.
• Enhance Processes: Collaborate with the team to identify areas for improvement in our processes and workflows. Implement best practices that enhance the customer experience and boost team efficiency.
• Data-Driven Decisions: Use customer feedback and performance data to identify trends and opportunities for growth, presenting insights to the team and suggesting actionable strategies.
• Cross-Department Collaboration: Partner with other teams (such as Growth, Marketing, Recruitment, and Product Development) to align the customer team initiatives with overall company goals and ensure a seamless customer journey.
• Celebrate Success: Recognize and celebrate team achievements, fostering a positive culture that encourages innovation and teamwork.

The experience we feel we need

• Experience: You have experience in a contact centre or customer service setting where you had experience on the frontlines (phones, chat, email, etc.) which progressed into a leadership role.
• Highly Organized: You're a detail-oriented leader, ideally with project management experience. In this role, you’ll oversee not just the day-to-day operations, but also drive key initiatives, including leading tiger teams, managing change processes, and overseeing projects. Your ability to balance these responsibilities will be critical to ensuring smooth operations and continuous improvements in our team’s performance.
• Communication Skills: You’re an excellent communicator, able to engage with customers and team members with clarity and empathy.
• Problem Solver: You approach challenges with a positive mindset, are resourceful and have a knack for resolving conflicts and finding solutions, especially in ambiguous situations.
• Tech-Savvy: Familiarity with contact centre software (and CRM tools is a plus). You’re comfortable using technology to pick up product and tools that will enhance customer interactions.
• People-Oriented: You thrive in a people-centric role and have a genuine desire to help others succeed, whether that’s your team or our customers. You are obsessed with team engagement.
• Adaptable: You’re flexible and can pivot easily in a fast-paced environment, always looking for ways to improve and evolve.

Compensation Expectations for the Role

Jane is committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $85,000 and maximum annual salary of $125,000. However, in searching externally for the role a successful candidate should expect $95,000 - $105,000. Compensation will be evaluated throughout the interview process to ensure it's aligned with the candidate’s experience, skills, and potential for growth.

A final note: Jane is a growth company, which means that the role is always evolving as the company grows and expands. To be happy at Jane requires a level of comfort with ambiguity and grit.

At Jane, we’re committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make Jane an inclusive, equitable, and diverse workplace.

We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that Jane serves.

We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the Jane community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you.