Customer Support Lead

📋 Description

• • As a Customer Support Lead at Jane Technologies, Inc., you will be instrumental in shaping the success and growth of our customer support operations, directly impacting the experience of our practitioners and clinic owners. This pivotal role focuses on empowering and developing a team of Team Captains, who in turn lead frontline representatives, creating a ripple effect of excellence throughout the support organization. You will be a key player in fostering a supportive and high-performing environment, ensuring that our customers receive unparalleled assistance, allowing them to focus on their core mission of patient care.
• • Your primary responsibility will be to lead and mentor 4–6 Team Captains, each managing a team of up to eight frontline support representatives. This leadership extends to nurturing their professional development, building their confidence, and equipping them with the skills necessary to effectively lead their own teams. Your success will be measured by the growth and effectiveness of your Captains, as their thriving directly contributes to the overall efficiency and success of the support system.
• • You will maintain a close connection to the day-to-day operations, providing real-time coaching and guidance to your Captains. This includes assisting them in navigating complex or escalated customer interactions and leveraging quality insights and performance data to drive continuous improvement initiatives. A forward-thinking approach to technology is essential, as you will be expected to embrace and champion the use of AI-assisted tools, such as Claude and Fellow, to enhance team productivity and problem-solving capabilities.
• • Collaboration is a cornerstone of this role. You will work closely with cross-functional teams, including Market Specialists, Training, and Product, to ensure a cohesive and customer-centric approach across the organization. Your efforts will be dedicated to cultivating a culture where every team member feels genuinely valued, recognized, and empowered to contribute their best work.
• • This position is ideal for an individual who possesses a deep-seated belief in the importance of supporting the team as much as supporting the customer. If you are passionate about delivering an exceptional customer experience, understanding that it begins with how you lead and support your team daily, Jane Technologies, Inc. welcomes your application.
• • **Lead with Heart:** You will thrive in a people-centric environment, driven by a genuine desire to see others succeed, whether they are your team members or our customers. Your role involves actively supporting, coaching, and motivating your Team Captains, investing deeply in their individual growth and understanding their unique needs to enable them to perform at their highest level. You will cultivate an atmosphere where open and honest feedback is encouraged in both directions, where experimentation is safe, and where team morale is a priority you actively nurture. Employee engagement will be viewed not merely as a metric, but as a fundamental responsibility.
• • **Coach the Coaches:** A significant aspect of this role involves developing your Team Captains into effective leaders. This goes beyond mere performance evaluation; it's about actively building their capabilities. You will conduct regular one-on-one meetings and dedicated coaching sessions, empowering them to deliver impactful feedback and high-quality coaching to their respective teams. You will be adept at translating complex data, metrics, and emerging trends into actionable coaching conversations and personalized development plans. The understanding that the growth of your Captains directly fuels the growth of the entire team will be a guiding principle.
• • **Own Operational Excellence:** You will assume full accountability for your team of customer support representatives, ensuring the overall health, performance, and continuous enhancement of your designated area of the business. This includes overseeing daily operations, managing queue health, optimizing escalation pathways, and refining workflows to minimize friction and elevate the customer experience. A key focus will be on leveraging AI-assisted workflows to empower your team to operate with greater speed and efficiency.
• • **Navigate Change and Lead Through It:** In times of organizational change, you will serve as a stable and transparent point of contact, helping your team understand shifts, remain grounded, and adapt with confidence. You will lead special projects and change initiatives with clarity, a positive outlook, and a well-defined, practical plan. Your ability to grasp a strategic vision, translate it into relatable language, and establish clear, actionable goals for your team will be crucial for successful execution.