Team Lead, Customer Care

WHO WE ARE Our goal is to save ten-million hard-working employees ten-billion dollars. We are a values driven, well-funded, and fast-growing Financial Technology and HR company. We want to empower small and midsize businesses with financial tools that make them the place where people want to work. We’ve created a financial empowerment platform that helps small but mighty HR teams make a big impact on employee financial wellness. ZayZoon is quickly becoming the employee financial wellness super-app that employees can’t live without, and employers are clamoring to offer to help attract and retain talent. We are growing fast and have been recognized for rapid growth in the 2023 Deloitte Technology Fast 500 and Canadian Technology Fast 50 program! You can read more about it here. We’re at a turning point in scaling our organization. We are seeking a highly motivated, and resourceful Team Lead, Customer Care to drive department KPIs, and help scale the Customer Care organization for ZayZoon as we execute on our mission of saving 10 million employees $10 Billion. You will work cross-functionally inside the company, working with a variety of departments to drive a culture of customer-first supportability at scale. This role will be instrumental in optimizing all support channels and you will assist in the development of the strategy to architect our support organization that underpins our obsession with customer focus and mindset. YOUR RESPONSIBILITIES:

• Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
• Monitor customer service performance on the agent and team level
• Support you team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
• Establish and manage your team to individual and team goals and objectives
• Assist in report creation reflecting support performance and/or conversation details
• Monitor the Customer Care queues and assign resources to ensure we meet our targets
• Coordinate and lead ZayZoon new hire training for Customer Care
• Own “escalated” customer communications through to resolution
• Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
• Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
• Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing
• Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc
  
  
  

TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO:

• Wants to make a difference through meaningful work and is driven by purpose
• Is passionate about helping others
• Has high emotional IQ and knows how to demonstrate empathy, especially during difficult situations
• Experience working in a Customer Support or Customer Success Department
• Strong communication skills
• Exceptional organizational skills
• Able to effectively work cross functionally across multiple departments
  
  
  

WHAT YOU BRING TO THE TABLE:

• 4+ years of experience in a Support environment with inbound communication
• 2+ years experience in People Leadership
• Process Improvement & change management experience
• Excellent communication skills and ability to tailor messaging for technical and non-technical audiences
• Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
• Experience in financial technology, payroll or banking industry a plus
  
  
  

ANYTHING ELSE YOU MIGHT NEED TO KNOW Candidates must be located in Canada to be considered. We are organized as a remote team, as such we are looking for candidates who can work effectively remotely. You must have access to a secure high speed internet connection and a secure workspace to ensure security of private information. This role is available on a permanently remote basis. Please be aware that as part of our final hiring process, we will conduct reference calls with previous managers and possibly other individuals. Additionally, due to the nature of our business, a criminal record check and a basic security clearance will also be required. We wish to thank all qualified applicants for their interest in joining our team!