Customer Support Team Captain

TL;DR

Customer Support Team Captain (SaaS): Leading and coaching a team of support representatives to deliver exceptional service to clinic owners with an accent on performance metrics, quality reviews, and team development. Focus on building an inclusive culture, navigating complex escalations, and integrating AI-powered tools to improve support workflows.

Location: Remote (Canada, US, UK)

Salary: $75,000–$105,000

Company

hirify.global is a high-growth, founder-led SaaS company building essential practice management tools for clinics, with a mission to help the helpers.

What you will do

• Lead, coach, and mentor a team of approximately 8 customer support representatives.
• Use quality reviews and metrics like CSAT and First Call Resolution to drive team performance.
• Handle customer escalations with empathy and urgency while coaching the team on complex situations.
• Foster an inclusive team culture through regular 1:1s, team meetings, and open communication.
• Partner cross-functionally with Operations and Content teams to reduce friction and improve workflows.
• Champion the adoption of new tools and AI-powered features to enhance team efficiency.

Requirements

• 5 years of leadership experience in a high-touch customer service environment.
• Proven ability to coach, motivate, and develop exceptional people.
• Strong data-driven mindset with the ability to translate insights into actionable coaching plans.
• Experience leading remote or distributed teams.
• Excellent communication skills and the ability to navigate ambiguity with sound judgment.
• Must be based in Canada, the US, or the UK to align with the distributed team structure.

Culture & Benefits

• Comprehensive benefits package.
• Commitment to fair and transparent compensation with clear growth-based salary bands.
• Collaborative, high-growth environment that values humility and continuous learning.
• Opportunity to work with a mission-driven team of over 800 people.
• Supportive culture that prioritizes work-life balance and professional development.