Customer Support Team Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Team Lead in Canada.

This role is a key leadership position within a fast-growing, remote-first organization focused on delivering exceptional customer experiences across multiple health and wellness brands. You will be responsible for leading and developing a customer support team, ensuring high service quality, operational efficiency, and strong customer satisfaction. Working in a dynamic and performance-oriented environment, you will combine people management with data-driven decision-making to continuously improve support processes. The role requires a hands-on leader who can coach agents, monitor performance, and implement improvements that directly impact customer retention. You will collaborate closely with internal stakeholders to align support operations with business goals. This is an excellent opportunity for an experienced support professional who enjoys leading teams and driving measurable service excellence.

• Oversee daily operations of the Customer Support team to ensure high service quality, efficiency, and customer satisfaction.
• Provide continuous coaching, guidance, and support to team members to enhance performance and skill development.
• Monitor attendance, scheduling, and workload distribution to ensure optimal team coverage.
• Conduct regular one-on-one performance reviews and coaching sessions with support agents.
• Track, evaluate, and analyze individual and team performance metrics on a daily, weekly, and monthly basis.
• Analyze customer feedback and support data to identify trends and implement process improvements that increase retention and satisfaction.
• Review and approve leave requests while ensuring operational continuity.

Requirements:

• Proven experience in a Customer Support, Customer Success, or Team Lead role.
• Strong leadership skills with experience managing or mentoring support teams.
• Ability to analyze performance metrics and translate data into actionable improvements.
• Strong communication and interpersonal skills with a customer-first mindset.
• Experience in handling high-volume support environments is an advantage.
• Ability to manage scheduling, workload balancing, and operational planning.
• Strong problem-solving skills with a proactive and improvement-driven mindset.
• Comfortable working in a fast-paced, remote-first environment.

Benefits:

• Fully remote work with flexible location options.
• Home office budget and equipment support (MacBook or Windows workstation).
• Health and wellness budget to support physical and mental well-being.
• 25+ paid vacation days annually.
• 2 paid volunteering days per year for personal and community engagement.
• Access to online learning and personal development programs.
• Annual performance-based bonus and achievement rewards.
• Exclusive access to health and wellness products.
• Flat organizational structure with opportunity to influence support processes.
• Regular team-building activities and online engagement events.
• Additional perks including welcome packages and ongoing employee appreciation initiatives.