Customer Support Team Lead

About This Opportunity

We are representing a confidential healthcare technology client in their search for a Customer Support Team Lead. This is a fully remote position open to candidates based in Canada, the UK, or the EU.

Our client operates a thriving marketplace platform connecting healthcare professionals with facilities across multiple care settings. The Worker Operations team you'll be joining supports hundreds of thousands of active healthcare workers, and your role will be to coach and develop the support agents who serve this community.

As Team Lead, you'll focus on elevating agent performance through constructive feedback, quality assurance, and hands-on coaching. You'll maintain high standards, dive into escalations when needed, and ensure every interaction puts the worker experience first.

Responsibilities

• Monitor agent performance across quality, productivity, and attendance metrics, maintaining QA scores above 90%
• Provide regular coaching based on QA feedback, metrics, customer surveys, and direct ticket observations
• Handle escalated customer issues and angry customer interactions as needed
• Ensure schedule adherence and productivity targets are consistently met
• Maintain detailed coaching logs and deliver regular written feedback to team members
• Navigate support tools including Zendesk, Metabase, and Amazon Connect
• Address team member feedback and resolve conflicts or challenges
• Initiate performance management processes for underperforming agents
• Delegate development opportunities to high-potential team members
• Lead team-building activities to maintain motivation and engagement

What We're Looking For

• 2+ years of coaching experience with proven success in structured feedback and performance improvement
• 2+ years of people management experience leading customer support teams
• 2+ years of customer support experience with a track record of resolving complex issues
• Customer-obsessed mindset that centres workers in every decision
• Data-driven approach to problem-solving using trends and root cause analysis
• Ability to thrive in ambiguity and adapt to changing priorities
• Clear, proactive communicator who provides actionable feedback
• Bias for action with focus on outcomes and ownership
• Continuous learner who quickly masters new tools and processes
• Commitment to raising the talent bar through coaching and accountability
• Resilience under pressure during high-volume periods and operational changes
• Minimum 15Mbps wired internet connection, i5 processor (or equivalent), 12GB RAM, quiet workspace, and stable power/internet
• Availability for overlapping hours with EST and PST time zones, including weekend shifts as needed

How We Work with You

When you apply through Get A Job.ai, our recruiting team will review your application and conduct an initial screening. If there's a strong match, we'll guide you through the client's hiring process, which includes a case study, case discussion interview, and final interview with the Head of Worker Support. We'll support you at every stage, but please do not contact the client directly—all communication should go through our talent team.

Pay

Pay details will be discussed during the screening process based on experience and location.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout the hiring process.