Support Team Captain

Jane Technologies, Inc.

Job Overview

Location

Canada

Job Type

Full-time

Full Job Description

📋 Description

• As a Support Team Captain at Jane Technologies, you will lead a team of approximately eight customer support representatives, playing a direct role in shaping their growth, confidence, and day-to-day experience while helping practitioners and clinic owners overcome obstacles so they can focus on patient care.
• Your day-to-day responsibilities include coaching team members in real time using Jane’s 4C coaching model, supporting demos and account setups, identifying knowledge gaps to build targeted coaching plans, and using support metrics like CSAT, First Call Resolution, and Quality to guide performance improvements.
• You will foster an inclusive and trusting team culture through regular 1:1s, team meetings, celebrating wins, and ensuring alignment on product updates and company goals, while leading through change with empathy and clarity.
• In this role, you will develop leadership and coaching expertise, deepen your understanding of SaaS support operations in a high-growth environment, and gain experience influencing cross-functional teams to improve customer experience and team effectiveness.

🎯 Requirements

• 5 years of leadership experience in a high-touch customer service environment where employee engagement is key
• Proven ability to coach, mentor, motivate, and develop exceptional people while balancing feedback and accountability
• Strong use of data and insights (e.g., CSAT, FCR, Quality) to inform decisions and guide team improvements without losing sight of the human element
• Experience leading remote or distributed teams and building connection and accountability across distance
• Confident communicator skilled in fostering open dialogue across 1:1s, team meetings, and Slack, with ability to influence and align others toward shared goals

🏖️ Benefits

• Competitive salary range of $75,000 to $105,000 annually, designed to reflect growth and progression in the role
• Comprehensive benefits package available for review via Jane’s official benefits overview document
• Opportunity to work remotely as part of a distributed team across Canada, the US, and the UK
• Exposure to and training on emerging AI-powered tools like Claude and Fellow to enhance support effectiveness
• Culture of learning, transparency, and impact where feedback is valued and growth is encouraged

Skills & Technologies

Remote

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Jane Technologies, Inc.

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About Jane Technologies, Inc.

Jane Technologies operates a cannabis e-commerce marketplace connecting licensed dispensaries and brands with consumers. The platform provides online ordering, delivery, and in-store pickup for cannabis products while offering retailers SaaS tools for inventory management, compliance, and sales analytics. Founded in 2017, the company serves dispensaries across North America.

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