Team Lead, Customer Care

September 19, 2026

Who We Are At ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We’ve 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 top-10 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 today's employees. You might see a few cities listed, but no need to be in any of them! We’re fully remote and hire across Canada and the U.S. About The Role We’re looking for a passionate, quick-thinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to be instrumental in shaping ZayZoon's Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion. You won't be stuck in a silo! You'll work cross-functionally, partnering with teams across the company to embed a customer-first 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. Come build, lead, and make a real impact! Your Impact <ul><li>Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs</li><li>Monitor customer service performance on the agent and team level</li><li>Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team</li><li>Establish and manage your team to individual and team goals and objectives</li><li>Assist in report creation reflecting support performance and/or conversation details</li><li>Monitor the Customer Care queues and assign resources to ensure we meet our targets</li><li>Coordinate and lead ZayZoon new hire training for Customer Care</li><li>Own “escalated” customer communications through to resolution</li><li>Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling</li><li>Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure</li><li>Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing</li><li>Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc </li></ul>You Bring <ul><li>4+ years of experience in a support environment with inbound communication</li><li>2+ years of people leadership experience where you were responsible for managing performance</li><li>Process Improvement & change management experience</li><li>Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.</li><li>Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar) </li></ul>Research shows that while men apply to jobs when they meet an average of 60% of listed criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit! Why You’ll Love Working At ZayZoon <ul><li>Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever</li><li>Flexible Time Off: Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset – our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 5 weeks vacation</li><li>Instant Benefits: All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend</li><li>Plus: Inclusive parental leave top-up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and more </li></ul>What You Can Expect From Us Every application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application. So go ahead and hit that apply button with confidence, knowing that we’re here for you every step of the way! We can't wait to hear from you. Compensation Range: CA$85K

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER