Customer Support Lead

ABOUT THE ROLE

Hi, I'm Annie Lanari, Director of Support here at Jane. I've been with the team for 11 years, and I lead a group that exists to help the helpers — the practitioners and clinic owners running their practices every day. When they're stuck, stressed, or unsure, we step in to remove obstacles so they can get back to caring for their patients. This work connects directly to Jane's mission: the better we support our customers, the more time and energy they have to focus on the people who rely on them.

I live in North Vancouver and love running, especially when I need space to think through a challenge or reset after a full week. If you'd like to learn more about me, you can find me on LinkedIn https://www.linkedin.com/in/annie-lanari-4264265/.

This is a role for someone who genuinely loves developing people and solving real problems. As a Customer Support Lead, you'll directly lead 6–8 Team Captains, each coaching their own team of up to eight frontline reps, a direct reach of up to 64 people. Your focus is on your Captains: shaping their growth, building their confidence, and setting them up to lead well, because when they thrive, the whole system hums.

You'll be close to the work, coaching in real time, helping Captains navigate escalated conversations, and using quality insights and performance data to drive continuous improvement. You see AI as a genuine lever, not a novelty, we use tools like Claude and Fellow to move faster and think sharper, and we're looking for someone already wired that way and excited to push it further alongside us. You'll partner across teams like Market Specialists, Training, and Product, and champion a culture where people feel genuinely valued.

This role is for someone who genuinely believes that the people behind the team are just as important as the people in front of it. If you're obsessed with the customer experience and know that starts with how you show up for your team every day, we'd love to meet you.



WHAT IMPACT WE'RE LOOKING FOR YOU TO MAKE:

Lead with Heart

- You thrive in a people-centric role with a genuine desire to help others succeed — whether that's your team or your customers

- You support, coach, and motivate 4–6 Team Captains, investing in each person's growth and understanding what they need to do their best work

- You foster an environment where feedback flows both ways, people feel safe to try things, and team morale is something you actively tend to — for you, engagement isn't just a metric, it's a responsibility

Coach the Coaches

- A big part of this role is developing your Team Captains as leaders — not just evaluating their performance, but building their skills

- You conduct regular 1:1s and coaching sessions, equipping them to deliver meaningful feedback and quality coaching to their own teams

- You translate data, metrics, and trends into tangible coaching conversations and development plans

- When your Team Captains grow, the whole team does, and you k