Support Team Captain in Canada Creek, Nova Scotia at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Team Captain based in Canada.
In this role, you will lead a high-performing customer support team responsible for helping practitioners and clinic owners get the most out of the platform they rely on daily. You will act as both a people leader and a hands-on coach, guiding a team of support representatives through complex customer interactions while fostering confidence, autonomy, and continuous growth. This position blends operational leadership with real-time coaching, ensuring that service quality remains consistently high across every customer touchpoint. You will use performance data and quality insights to identify improvement opportunities and shape targeted development plans. The environment is fast-moving and customer-obsessed, with a strong emphasis on collaboration, learning, and adaptability. As the organization continues to grow and expand, you will play a key role in shaping team culture and elevating the overall support experience.
You will be responsible for leading, coaching, and developing a team of customer support professionals while ensuring exceptional service quality and continuous improvement across support operations.
- Lead and coach a team of approximately 8 customer support representatives, using structured coaching frameworks to drive performance and development.
- Provide real-time guidance on customer interactions, including 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 high-quality product demos and account setup experiences.
- Foster a positive, inclusive, and high-trust team culture through 1:1s, team meetings, and transparent communication.
- Collaborate cross-functionally with operations, product, and content teams to improve processes and reduce customer friction.
- Drive consistency in support quality through ongoing QA reviews and feedback cycles.
- Act as a key escalation point, ensuring timely and empathetic resolution of complex customer issues.
- Support organizational change with clarity, empathy, and strong leadership presence.
You bring strong experience in customer support leadership, with a proven ability to coach teams, manage performance, and elevate customer experience in a fast-paced environment. You combine operational discipline with emotional intelligence and a strong customer-first mindset.
- 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 with the ability to influence, align, and provide clear feedback.
- Experience managing escalations and resolving complex customer issues with empathy and urgency.
- Ability to build trust, engagement, and accountability within remote or distributed teams.
- Strong problem-solving skills and sound judgment in ambiguous situations.
- Highly adaptable, resilient, and comfortable working in evolving environments.
- Customer-obsessed mindset with a focus on continuous improvement and service excellence.
- Curiosity and openness toward new tools, including AI-enabled support technologies.
- Competitive annual salary aligned with experience and growth level
- Performance-based compensation progression and development-focused pay philosophy
- Comprehensive health, dental, and vision coverage
- Mental health and employee wellness support programs
- Paid time off, holidays, and personal leave options
- Remote-first or hybrid flexibility depending on location and team needs
- Strong focus on learning, coaching, and career development
- Collaborative and inclusive team culture
- Opportunity to work in a high-growth SaaS environment with meaningful customer impact.