Support Team Captain

About the role

We are seeking a Support Team Captain to lead a high‑performing customer support team in Canada. In this hybrid leadership and coaching role, you will guide a group of support representatives through complex interactions, ensuring consistent service quality and continuous improvement.

Key responsibilities

• Lead and coach a team of approximately eight support representatives using structured coaching frameworks.
• Provide real‑time guidance on complex cases, escalations, and account‑related issues.
• Monitor key performance metrics (CSAT, First Call Resolution, Quality scores) and translate insights into actionable coaching plans.
• Identify knowledge gaps and recurring issues to improve training, documentation, and team capability.
• Support team members in delivering product demos and account setup experiences.
• Foster an inclusive, high‑trust culture through regular 1:1s, team meetings, and transparent communication.
• Collaborate cross‑functionally with operations, product, and content teams to streamline processes.
• Conduct ongoing QA reviews and act as the primary escalation point for complex customer issues.

Required profile

• 5+ years of leadership experience in a high‑touch customer service or support environment.
• Proven ability to coach, develop, and retain high‑performing team members.
• Strong understanding of customer experience metrics (CSAT, FCR, QA) and data‑driven coaching.
• Excellent communication skills and high emotional intelligence.
• Customer‑first mindset with the ability to lead change with clarity and empathy.

Required skills

What we offer

• Opportunity to shape team culture and influence the overall support experience as the organization scales.
• Collaborative, fast‑moving environment focused on learning and adaptability.