Support Team Captain

Role overview

This opportunity is posted for a partner organization that handles applications and subsequent hiring steps. The employer is seeking a Support Team Captain in Canada to lead a customer support group that helps practitioners and clinic owners get maximum value from the platform they use every day.

The role combines people leadership with hands-on coaching. You will guide support representatives through complex customer conversations, strengthen confidence and independence, and help the team keep improving. It is a fast-paced, customer-focused environment where collaboration, learning, and adaptability matter. As the company grows, you will also help shape team culture and raise the quality of the overall support experience.

Accountabilities

• Supervise and develop a team of about 8 customer support representatives by applying structured coaching methods that improve performance and growth.
• Offer live support during customer conversations, including difficult cases, escalations, and account-related questions.
• Track important service metrics such as CSAT, First Call Resolution, and quality scores, then turn those findings into practical coaching actions.
• Spot recurring issues and knowledge gaps so training materials, documentation, and team capability can be improved.
• Help team members deliver strong product demonstrations and smooth account setup experiences.
• Build a supportive, inclusive, and high-trust culture through one-on-one meetings, team discussions, and open communication.
• Work with operations, product, and content teams to improve workflows and reduce friction for customers.
• Maintain consistent support quality through regular QA reviews and feedback loops.
• Serve as a primary escalation contact and ensure complex issues are resolved quickly and with empathy.
• Guide the team through change with clarity, empathy, and steady leadership.

Requirements

• At least 5 years of leadership experience in a customer service or support environment with high-touch interactions.
• Demonstrated success in coaching, developing, and keeping strong team members engaged.
• Solid understanding of support metrics such as CSAT, FCR, and QA, along with data-informed coaching practices.
• Strong communication skills with the ability to influence others, align teams, and give clear feedback.
• Experience handling escalations and resolving complex customer issues with urgency and care.
• Ability to create trust, accountability, and engagement in remote or distributed teams.
• Strong judgment and problem-solving ability when situations are unclear or changing.
• Comfort working in evolving environments with resilience and flexibility.
• A customer-first mindset and commitment to ongoing improvement and service quality.
• Interest in learning and using new tools, including AI-enabled support technology.

Benefits and compensation

• Competitive yearly pay that reflects experience and growth level.
• Performance-linked compensation growth and a pay approach centered on development.
• Full health, dental, and vision coverage.
• Support for mental health and overall employee wellness.
• Paid vacation, public holidays, and personal leave options.
• Remote-first or hybrid flexibility depending on location and team needs.
• Strong emphasis on learning, coaching, and career progression.
• Collaborative and inclusive team environment.
• Opportunity to work in a high-growth SaaS company with meaningful impact on customers.

Application and hiring process

The application review process is supported by AI-assisted matching to help identify candidates whose background best fits the role’s core needs. Shortlisted profiles are shared with the hiring company, which manages interviews, assessments, and the final decision internally.

Privacy and data processing

By applying, you consent to the processing of your personal information for candidacy evaluation and sharing relevant details with the hiring employer. This is done under applicable data protection laws, including GDPR, and you may exercise your rights to access, correct, delete, or object to processing at any time.

AI tools may also be used to assist parts of the hiring workflow, such as reviewing applications, analyzing resumes, and identifying potential inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final decisions are made by people.