The posting
ABOUT THE ROLE
Hi, I’m Annie https://www.linkedin.com/in/annie-lanari-4264265/, Director of Support here at Jane. I’ve been at Jane for 11 years, and I lead our Support team. Our team exists to help the helpers - the practitioners and clinic owners running their practices every day. When they’re stuck, stressed, or unsure, we step in to remove obstacles so they can get back to caring for their patients. This work connects directly to Jane’s mission. The better we support our customers, the more time and energy they have to focus on the people who rely on them.
I live in North Vancouver and love running, especially when I need space to think through a challenge or reset after a full week.
This role is a special one. As a Team Captain, you’ll lead a team of around eight customer support reps and play a direct role in shaping their growth, confidence, and day-to-day experience at Jane. You’ll be close to the work - coaching in real time, navigating complex customer conversations, and using insights from quality reviews and metrics to help your team continuously improve.
Jane is in an exciting chapter of growth — including expanding further into the US market — and we're looking for a leader who's energized by what that brings. You'll play a meaningful role in shaping team culture, championing our customers, and helping the people around you do their best work. If you're passionate about developing others, solving real problems, and building an environment where both teammates and customers feel genuinely supported and celebrated, this is the kind of role where you'll thrive.
WHAT IMPACT WE'RE LOOKING FOR YOU TO MAKE
- Leading, growing and coaching your team. Lead a team of ~8 customer support reps, using Jane's 4C coaching model to deliver real-time feedback, structured development, and support through tough conversations.
- Coach for demos and account setups. Support the team in delivering polished, confident demos and seamless account configurations.
- Identify knowledge gaps and trends to build targeted coaching plans that grow confidence, skill, and team engagement — including helping your team build comfort and curiosity around emerging tools and AI-powered features.
- Use support metrics (CSAT, First Call Resolution, and Quality) through weekly quality reviews to guide coaching, track progress, and address performance challenges proactively with thoughtful action plans.
- Build an inclusive and trusting team culture — celebrating wins, creating space for open dialogue through regular 1:1s and team meetings, and keeping everyone informed on product updates, company direction, and support goals.
- Lead through change with empathy, clarity, and a calm, solutions-focused approach, advocating for your team and your customers across departments.
CUSTOMER EXCELLENCE & ESCALATION MANAGEMENT
- Handle customer escalations with empathy and urgency, offering real-time backup and coaching team members on how to navigate complex situations with confidence.
- Spot trends in escalations and partner cross-functionally with CS Operations, and Content teams to improve workflows, reduce friction, and keep information accurate and current.
- Stay up to date on Jane's features, workflows, and best practices — including AI-powered tools like Claude, Fellow — and help your team do the same, so every customer interaction is handled with expertise and care.
- Bring genuine curiosity and a growth mindset to technology: comfortable exploring new tools like Claude and other AI assistants, asking questions, and helping your team feel confident in an evolving product landscape.
WHAT EXPERIENCE WE NEED
- 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.
If you don’t meet every single qualification but are excited about this role, we’d still love to hear from you.
MORE ABOUT JANE
Jane is a founder-led, high-growth SaaS company with a remote-first team working across Canada, the US, and the UK, united by our mission to help the helpers.
We build the products and tools that thousands of clinics rely on every day to run their businesses, care for their patients, and grow their communities. That level of impact means every person at Jane plays an important role in how we show up for our customers. We're all responsible for being deeply connected to their needs, obsessed with improving their experience, and proud of the difference our work makes in their day-to-day lives.
Jane is growing fast, and that growth brings exciting challenges that call for adaptability, resilience, learning agility, and humility. We're proud of what we've built and quick to admit what we don't know yet. We listen, learn, and adjust as we go. More than 70,000 businesses run on Jane which has 250,000+ practitioners interacting with our product on a daily basis and growth is continuing to accelerate.
Our goal isn't just delivery - it's delight. We move quickly, communicate openly, and solve real problems together. If you're energized by ambiguity, motivated by impact, and eager to learn with others, you'll thrive at Jane.
COMPENSATION & BENEFITS
At Jane, we’re committed to paying fairly, clearly. This role has an annual salary of $75,000 to $120,000. While that is a large range, it is intentional. It reflects the full journey someone might take in the role.
For this role represents an annual salary of $90,000. A starting salary below this typically indicates a candidate with strong potential who is still developing key skills. Salaries above this usually apply to existing team members who have made a significant impact and bring deep Jane-specific knowledge.
You’ll have regular career development conversations with your manager and your compensation will grow as you gain experience and contribute meaningfully to our mission.
Paying clearly is one of our compensation fundamentals. Watch this https://vimeo.com/880258361 short video to learn how our salary bands are set. You’re also encouraged to ask questions about compensation at any point during the interview process.
We also offer a comprehensive benefits package. You can learn more about it here https://jane.app/documents/hiring/jane_benefits_overview.pdf!
Jane takes job scams and candidate fraud seriously. Jane will only contact you from an @jane.app http://jane.app email address. We'll never contact you from a personal email, ask for payment, or request purchases during the hiring process. If something doesn't seem right, please reach out to us at [email protected] before sharing any personal information.
