Join Our Mission: Help the Helpers with Jane
Let's kick things off with a quick intro. Jane is a team that's all about
fostering growth, spreading delight, and serving our healthcare community. We're
on the hunt for people ready to jump in and join us while we simplify the lives
of healthcare practitioners and patients daily. And guess what? Jane is a
remote-first company, meaning every role at Jane, including this one, is remote
- giving you the freedom to work from any corner of Canada.
Learn More About Us
We're founder-led, which means we live our values while maintaining a clear
vision for the future. Our product enables the likes of physiotherapists, mental
health counsellors, chiropractors, and other allied health practitioners to run
their practices in a digital-first way through features such as online booking,
charting, scheduling, telehealth, secure payments and billing along with an
evolving library of features. You can see more of them here
[https://jane.app/features].
There is often a high bar set, not just for the quality of work, but for the
care we show for each other and our customers. And it’s our customers raising
that bar, never standing still and continually improving which keeps us on our
toes. It's not just about what you've done before or how quickly you work; it's
about your curiosity and drive to solve the right problems and your agility in
learning new ways of thinking.
No doubt, Jane's a special place to work. There is autonomy and flexibility to
help integrate work into your life in a way that makes sense for you. Need to
block out time to pick up the kids? Go for it. That's normal here. And yes, we
have a Slack channel for parents, but we've also got channels dedicated to
plants, furry friends, food, pride, wellness - you get the idea! While we love
to connect virtually, the Jane team also connects in person throughout the year.
That comes in the form of departmental get-togethers, company retreats, or
possibly a conference or two across North America if you’re keen to learn more
about our community of healthcare providers. We're on the search for folks who
are ready to dive in and become part of our journey toward making healthcare
professionals' lives easier every single day.
You can also learn more about Jane as a company and a product by checking out
our Glassdoor reviews
[https://www.glassdoor.ca/Overview/Working-at-Jane-App-EI_IE1791178.11,19.htm]
and our Capterra Reviews [https://www.capterra.ca/software/178984/jane-app].
But we’ll also keep it real — as much as we love our work, the mountain we're
climbing is always getting taller. We're a growing company, and with that comes
the challenge of navigating an environment with many moving parts, often without
a clear-cut path laid out in front of us. This is where you come in. If you're
the kind of person who gets a kick out of being resourceful and loves solving
problems, you'll fit right in.
We believe in collaboration, humility, and keeping a growth mindset. We're
looking for people who can embrace our way of working, which often means being
flexible and open to change. So, if after reading this, you feel excited about
the opportunity — all in the name of helping those who help others — reach out
to us to learn more.
In short, if you're excited by our growth, ready to contribute to a challenging
yet rewarding environment, and eager to be a disruptor alongside a team of
talented individuals, we’d love to hear from you!
Your Role in Our Journey
At Jane, our Support Team is at the heart of what we do. 💙
We’re on the lookout for a Customer Support Team Lead to coach, empower, and
inspire a team of Drivers, who play a critical role in delivering delightful,
human-centred support to the healthcare practitioners who rely on Jane every
day.
Jane isn’t just about answering customer questions; we take support to the next
level by providing thoughtful guidance, proactive problem-solving, and
relationship-driven customer interactions. Our Drivers don’t just respond to
inquiries; they educate, troubleshoot, and onboard customers, helping them make
the most of Jane’s platform.
As a Customer Support Team Captain, you will focus on coaching and developing
your team, ensuring they feel motivated, engaged, and equipped to provide
top-tier support. You'll foster a culture of open communication and
collaboration, ensuring your team has the tools and support they need to
thrive. You'll also implement strategies that enhance the customer experience,
drive quality, and ensure meaningful results that make a real impact.
If you’re a customer-obsessed leader with experience managing a high-functioning
support team, we’d love to hear from you!
Internally this role will be be titled Customer Support Team Captain
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Coaching, Developing & Engaging Your Team
- Lead a team of ~8 customer support reps, coaching, and growth opportunities.
- Identify knowledge gaps and trends, and create coaching plans to build
confidence and skill.
- Use Jane’s 4C coaching model to provide real-time feedback and structured
development.
- Build an inclusive and trusting team culture where everyone feels valued and
heard.
Performance Management & Driving Success
- Conduct weekly quality reviews to highlight strengths, surface patterns, and
drive continuous improvement.
- Use support metrics (like CSAT, First Call Resolution, and Quality) to guide
coaching and track team progress.
- Address performance challenges proactively with thoughtful action plans.
- Celebrate wins, big or small, to maintain high motivation and engagement.
Communication & Feedback: The Backbone of Great Leadership
- Keep your team informed on product updates, company direction, and support
goals.
- Create space for open dialogue through regular 1:1s and team meetings.
- Advocate for your team and the needs of our customers across departments.
- Lead through change with empathy, clarity, and a calm, solutions-focused
approach.
Product Knowledge & Training Support
- Stay up to date on Jane’s features, workflows, and best practices, and help
your team do the same.
- Monitor quality reviews to identify training opportunities and knowledge
gaps.
- Encourage proactive problem-solving and support team confidence in complex
situations.
- Collaborate with the Product, Marketing, and Content teams to ensure
information is accurate and current.
Managing Escalations & Customer Issues with Confidence
- Handle customer escalations with empathy and urgency.
- Coach Drivers on how to navigate tough conversations and resolve complex
issues.
- Offer real-time support when team members need backup.
- Spot trends in escalations and partner cross-functionally to improve
workflows and reduce friction.
What We’re Looking For
- 2 - 5 years of leadership experience, leading in a high-touch customer
service environment where employee engagement is key!
- A strong coach and mentor - you know how to motivate, develop, and retain
exceptional people, while holding space for honest feedback and
accountability.
- You bring ownership to everything you do, taking initiative and following
through to drive real outcomes for your team and our customers.
- With a customer-obsessed mindset, you’re passionate about delivering a
best-in-class experience and helping others do the same.
- You use data and insights to understand patterns, inform decisions, and guide
improvements, without losing sight of the people behind the numbers.
- You’re a confident communicator who fosters open, honest conversations across
1:1s, team meetings, and Slack, and you know how to influence and align
others toward shared goals.
- You’re curious, collaborative, and always looking for ways to improve how we
work to create better experiences for customers, your team, and peers.
- Strong problem-solving skills and sound judgment help you navigate ambiguity
and make thoughtful, timely decisions.
- Adaptability and resilience, you stay steady through change and know how to
support others in uncertain or fast-paced environments.
- You’ve led remote or distributed teams and understand how to build connection
and accountability across distance.
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Compensation & Benefits
Jane’s committed to paying our team members fairly, clearly, and above all,
paying for growth. This role has a minimum annual salary of $75,000 and maximum
annual salary of $105,000. As you may have noticed, this salary range is quite
large, and this is intentional to account for the growth someone will experience
in the role throughout their time at Jane (i.e., from building the skills, to
accomplished, to highly proficient, all the way to achieving excellence in the
role).
Paying clearly is one of our compensation fundamentals to help folks build trust
in the compensation process at Jane. Watch this [https://vimeo.com/880258361]
short video to learn how our salary bands are set. We also welcome you to ask as
many questions as you’d like about compensation throughout the interview process
to ensure you feel confident and build trust through the process.
We also offer a comprehensive benefits package, You can learn more about it here
[https://jane.app/documents/hiring/jane_benefits_overview.pdf]!
At Jane, we’re committed to fostering an environment that allows you to come to
work as your truest self. We believe it’s important to actively recognize,
embrace, and celebrate our differences in order to make Jane an inclusive,
equitable, and diverse workplace.
We want to build a team of people who make conversations rich with perspective
and experience. We are committed to listening to every voice in order to learn
and grow because doing this will allow us to meet the needs of the diverse
community of helpers that Jane serves.
We do not tolerate discrimination, prejudice, or oppressive isms of any kind.
Employment is decided on the basis of qualifications, merit, experience, and the
needs of the Jane community. We encourage anyone who requires accommodation or
adjustments throughout the interview process to let us know, and we will do our
best to support you.
