Support Team Captain

About the role

Jane is seeking a Support Team Captain to lead a group of about eight customer support representatives. Reporting to the Director of Support, you will coach agents in real time, handle complex customer interactions, and use performance data to drive continuous improvement.

Key responsibilities

• Lead, grow, and coach a team of ~8 support reps using Jane's 4C coaching model.
• Provide real‑time feedback during demos and account setups, ensuring polished customer experiences.
• Identify knowledge gaps and trends, creating targeted coaching plans that boost confidence and skill.
• Analyze support metrics (CSAT, First Call Resolution, Quality) through weekly reviews to guide coaching and address performance challenges.
• Foster an inclusive, trusting team culture with regular 1:1s, team meetings, and transparent communication.
• Lead through change with empathy and a solutions‑focused approach, advocating for both team and customers.
• Manage customer escalations with urgency, offering backup support and coaching on complex cases.
• Spot escalation trends and collaborate cross‑functionally with Customer Success Operations.

Required profile

• Proven experience leading and coaching a customer support team.
• Strong communication and empathy skills for handling escalations.
• Data‑driven mindset with ability to interpret CSAT, FCR, and quality metrics.
• Comfort with emerging tools and AI‑powered features.
• Ability to build inclusive culture and guide teams through change.

Required skills