Job Title

About ZayZoon At ZayZoon, we are on a mission to save 10 million hardworking employees $10 billion. Weve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness. We offer a variety of financial wellness services, like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees. ZayZoon was also recognized for its growth in the 2025 Deloitte Technology Fast 50, 2025 Deloitte Technology Fast 500, and top10 growth companies in Canada by CIX awards. Our recent funding extension has raised our Series B funding round to nearly $50 million USD. Join us in shaping the future of employee financial wellness and building services that address the immediate needs of todays employees. Were fully remote and hire across Canada and the U.S. About The Role Were looking for a passionate, quickthinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to be instrumental in shaping ZayZoons Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion. You wont be stuck in a silo! Youll work crossfunctionally, partnering with teams across the company to embed a customerfirst mindset at scale. This role is a massive opportunity to optimize support channels and help architect the future of our support strategy, along with leading a team to be their best. Your Impact Lead a team of motivated Customer Care individuals focused on driving customer success and delivering on operational KPIs. Monitor customer service performance on the agent and team level. Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing realtime feedback to your team. Establish and manage your team to meet individual and team goals and objectives. Assist in report creation reflecting support performance and/or conversation details. Monitor the Customer Care queues and assign resources to ensure we meet our targets. Coordinate and lead ZayZoon new hire training for Customer Care. Own escalated customer communications through to resolution. Provide input on all scheduling for Customer Care holiday scheduling, time off, and daytoday scheduling. Deliver on projects to support KPIs and metrics, and continuously improve our existing infrastructure. Support crossfunctional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing. Utilize deep product and industry knowledge to drive operational efficiency, applying best practices across processes, tooling, automation, outsourcing etc. You Bring 4+ years of experience in a support environment with inbound communication. 2+ years of people leadership experience where you were responsible for managing performance. Process Improvement & change management experience. Excellent communication skills and the ability to tailor messaging for technical and nontechnical audiences. Experience with Intercom, Zendesk, Jira, or HubSpot (or similar). Why Youll Love Working At ZayZoon Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors our jobs are fully remote, forever. Flexible Time Off: A ''YoudoYou'' time off program that caters to diverse lifestyles, up to 6 weeks vacation. Instant Benefits: All fulltime employees get access to medical, vision, and dental benefits from day one including increased mental health coverage and a wellness stipend. Inclusive parental leave topup, earned wage access, realtime market data for salaries, a supportive culture for lifelong learners and more. What You Can Expect From Us Every application will be reviewed by our team were committed to giving each application the attention it deserves. We will keep you in the loop and respond to every application. We cant wait to hear from you. Compensation Compensation Range: CA$85K #J-18808-Ljbffr