Team Captain (SaaS)

Location: Remote in Canada

Annual salary: $75,000–$120,000 USD; the stated reference salary is $90,000 USD.

Company

hirify.global is a founder-led, high-growth SaaS company building practice-management products and tools used by more than 70,000 businesses and 250,000 practitioners.

What you will do

• Lead, coach, and develop a team of approximately eight customer support representatives.
• Provide real-time feedback and support for demos, account setups, complex conversations, and customer escalations.
• Use CSAT, First Call Resolution, quality reviews, and other support metrics to guide coaching and performance plans.
• Identify knowledge gaps and escalation trends, then partner with CS Operations and Content teams to improve workflows and information quality.
• Build an inclusive, trusting team culture through regular 1:1s, team meetings, recognition, and transparent communication.
• Help the team stay current with hirify.global’s features, workflows, and AI-powered tools such as Claude and Fellow.

Requirements

• Five years of leadership experience in a high-touch customer service environment.
• Strong coaching and mentoring skills, with the ability to motivate, develop, retain, and hold people accountable.
• Customer-focused judgment, ownership, problem-solving ability, and confident communication.
• Experience using data and insights to identify patterns, guide decisions, and improve performance.
• Experience leading remote or distributed teams and building connection and accountability across distance.
• Adaptability, resilience, curiosity, and comfort working through ambiguity and change.

Culture & Benefits

• Remote-first work across Canada, the US, and the UK.
• Regular career development and compensation conversations with a manager.
• Transparent salary bands and a comprehensive benefits package.
• A collaborative environment focused on customer impact, continuous learning, and solving real problems.
• Work connected to a mission of helping practitioners and clinic owners care for their patients.