Support Team Captain

About the role

This is a senior leadership position within a high‑impact customer support environment that serves healthcare practitioners and clinic owners. Based in Canada and operating remotely, you will guide a team of support representatives, ensuring consistent, high‑quality service while fostering a culture of continuous learning.

Key responsibilities

• Lead and develop a team of ~8 support representatives using structured coaching frameworks and real‑time feedback.
• Coach team members on demos, onboarding, account setup, and complex issue resolution.
• Monitor support metrics (CSAT, quality scores, resolution rates) to identify trends and drive performance improvement.
• Conduct regular 1:1s, team meetings, and feedback sessions to build engagement and professional growth.
• Handle escalated customer issues with empathy and urgency.
• Identify knowledge gaps and design targeted training initiatives.
• Collaborate with cross‑functional teams to improve workflows, documentation, and support processes.
• Promote an inclusive, transparent, high‑trust culture and support adoption of evolving tools, including AI‑powered solutions.

Required profile

• 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 focused on delivering high‑quality outcomes.
• Experience using performance metrics and data insights to guide decisions.
• Excellent communication skills and ability to work effectively in a remote setting.

Required skills