Team Lead, Customer Care

Who We AreAt ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.We offer a variety of financial wellness services, like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.ZayZoon was also recognized for its growth in the 2025 Deloitte Technology Fast 50 and top-10 growth companies in Canada by CIX awards. Our recent funding extension has raised our Series B funding round to nearly $50 million USD 🎉Join us in shaping the future of employee financial wellness and building services that address the immediate needs of today's employees.Please submit your application by November 14th.About The RoleWe’re looking for a passionate, quick-thinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to be instrumental in shaping ZayZoon's Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion.You won't be stuck in a silo! You'll work cross-functionally, partnering with teams across the company to embed a customer-first mindset at scale. This role is a massive opportunity to optimize support channels and help architect the future of our support strategy, along with leading a team to be their best. Come build, lead, and make a real impact!Your ImpactLead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIsMonitor customer service performance on the agent and team levelSupport your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your teamEstablish and manage your team to individual and team goals and objectivesAssist in report creation reflecting support performance and/or conversation detailsMonitor the Customer Care queues and assign resources to ensure we meet our targetsCoordinate and lead ZayZoon new hire training for Customer CareOwn “escalated” customer communications through to resolutionProvide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day schedulingDeliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructureSupport cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and MarketingUtilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etcYou Bring4+ years of experience in a support environment with inbound communication2+ years of people leadership experience where you were responsible for managing performanceProcess Improvement & change management experienceExcellent communication skills and the ability to tailor messaging for technical and non-technical audiences.Experience with Intercom, Zendesk, Jira, or HubSpot (or similar)Research shows that while men apply to jobs when they meet an average of 60% of listed criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!Why You’ll Love Working At ZayZoonPermanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, foreverFlexible Time Off: Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset – our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 6 weeks vacationInstant Benefits: All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipendPlus: Inclusive parental leave top-up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and moreWhat You Can Expect From UsEvery application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application.So go ahead and hit that apply button with confidence, knowing that we’re here for you every step of the way! We can't wait to hear from you.