This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Team Captain based in Canada.
This role is a key leadership position within a high-impact customer support environment, focused on enabling teams that directly support healthcare practitioners and clinic owners. You will lead a team of support representatives, guiding them through complex customer interactions while building confidence, capability, and consistency in service delivery. The position combines hands-on coaching, performance management, and cross-functional collaboration to continuously improve customer experience. You will play a central role in shaping team culture, strengthening communication, and driving operational excellence. As the organization grows and expands into new markets, you will help your team adapt, learn, and thrive in a fast-changing environment. This is an opportunity for a people-first leader who is energized by problem-solving, mentorship, and meaningful customer impact.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Team Captain based in Canada.
This role is a key leadership position within a high-impact customer support environment, focused on enabling teams that directly support healthcare practitioners and clinic owners. You will lead a team of support representatives, guiding them through complex customer interactions while building confidence, capability, and consistency in service delivery. The position combines hands-on coaching, performance management, and cross-functional collaboration to continuously improve customer experience. You will play a central role in shaping team culture, strengthening communication, and driving operational excellence. As the organization grows and expands into new markets, you will help your team adapt, learn, and thrive in a fast-changing environment. This is an opportunity for a people-first leader who is energized by problem-solving, mentorship, and meaningful customer impact.
Accountabilities:
- 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
- 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
- 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.
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.
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.