Jane App

Customer Support Team Lead

Job Description


About Jane: Helping the Helpers

At Jane, we’re on a mission to make life easier for healthcare practitioners and their patients. Our platform supports clinics with online booking, charting, scheduling, payments, telehealth, and more, helping practitioners focus on care, not admin.We’re a remote-first, founder-led company that believes great work happens when people feel trusted, supported, and connected. Autonomy and flexibility are a big part of our culture—whether that means balancing work with family life, collaborating across time zones, or jumping into one of our many Slack communities.But we don’t just build software—we build relationships. We set a high bar for customer care, problem-solving, and innovation because our customers do too. And as Jane grows, so does our impact.Our vision? More Happier Helpers. That means supporting our customers, our teammates, and our community as we continue to evolve. If you’re excited by meaningful challenges, real impact, and a team that values curiosity and collaboration, we’d love to hear from you.

At Jane, our Support Team is at the heart of what we do. 💙

We believe that every interaction is an opportunity to create a human, helpful, and delightful experience for the healthcare practitioners who rely on us. We’re looking for a Customer Support Team Lead, or as we call them, Team Captain, to coach, empower, and inspire a team of Drivers, our front-line customer support specialists. Our Drivers do more than just answer questions; they provide thoughtful guidance, solve problems proactively, and build relationships with our customers to ensure they get the most out of Jane. Jane’s support is about helping the Helpers. We educate, troubleshoot, host demos, and onboard customers, always keeping their needs at the center of what we do. As a Team Captain, you’ll play a crucial role in developing your team, ensuring they feel motivated, engaged, and equipped to deliver exceptional support. You’ll also help shape initatives that enhance the customer experience, drive quality, and create real impact.If you’re a customer-obsessed leader who can coach, support, and develop a high-performing team, we’d love to hear from you.





What You’ll Be Doing
  • Lead and mentor a team of ~8 Drivers by providing ongoing coaching, real-time feedback using Jane’s 4C model, and structured growth conversations. Foster a culture of trust, inclusivity, and continuous learning through training, career development planning, and curiosity-driven development.
  • Support your team by jumping in to assist customers, troubleshoot complex issues, and model exceptional service. Encourage proactive problem-solving and help Drivers build confidence in handling tough situations.
  • Conduct regular quality reviews to highlight key behaviors, track trends, and identify coaching opportunities. Use performance data (e.g. CSAT, FCR, service levels) to develop targeted coaching plans and drive continuous improvement.
  • Foster open, transparent communication with your team and across departments. Keep Drivers informed about product updates, company changes, and support strategies through regular one-on-ones and team meetings.
  • Keep your team up to date on Jane’s platform, features, and best practices. Monitor customer trends through weekly quality reviews, collaborate with cross-functional teams, and ensure Drivers are equipped with accurate, timely information.
  • Manage escalations with empathy and urgency while coaching Drivers on effective de-escalation tactics. Lead your team through change with adaptability and a solution-oriented mindset, identifying patterns and collaborating cross-functionally to address root causes.

    • What We’re Looking For
  • Minimum of 2 years of leadership supporting a team who does calls, chats and emails to support customers
  • A strong coach and mentor who knows how to motivate, develop, and retain exceptional people.
  • A customer-obsessed approach with a passion for delivering a best-in-class experience.
  • With a data-informed mindset, you’ll use insights to drive improvements and identify coaching opportunities.
  • Outstanding communication skills, and you foster open, honest, and constructive conversations in one-on-ones, team meetings, and Slack.
  • Growth mindset, you’re always looking for ways to improve how we work to create better experiences for everyone.
  • Adaptability and resilience: you thrive in fast-paced, ever-changing environments.
  • Experience leading a remote or distributed team.
  • Familiarity with CRM and support tools, Talkdesk, Helpscout, etc.

    • Apply Now
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