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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing Customer Care teams, focusing on operational KPIs and customer success. Proficient in process improvement, change management, and effective communication across diverse audiences.
Highest-signal resume keywords
Customer Care LeadershipProcess ImprovementChange ManagementKPI MonitoringIntercom Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementOperational EfficiencyCoachingReportingResource Allocation
Soft Skills
Excellent CommunicationTeam CollaborationReal-Time Feedback
Tools & Technologies
IntercomZendeskJiraHubSpot
Industry Keywords
Customer SuccessInbound CommunicationOperational KPIsTraining Coordination
About the role
Key responsibilities & impact- Lead a team of Customer Care employees focused on customer success and operational KPIs
- Monitor customer service performance at agent and team levels
- Conduct 1:1s, coaching sessions, team meetings, and provide real-time feedback
- Establish and manage individual and team goals and objectives
- Assist with reports on support performance and conversation details
- Monitor Customer Care queues and assign resources to meet targets
- Coordinate and lead new-hire Customer Care training
- Own escalated customer communications through resolution
- Provide input on holiday, time-off, and day-to-day scheduling
- Deliver KPI and metrics projects and continuously improve infrastructure
- Collaborate cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing
- Apply product and industry knowledge to improve operational efficiency across processes, tooling, automation, and outsourcing
Requirements
What you’ll need- 4+ years of experience in a support environment with inbound communication
- 2+ years of people leadership experience with responsibility for managing performance
- Process improvement and change management experience
- Excellent communication skills and ability to tailor messaging for technical and non-technical audiences
- Experience with Intercom, Zendesk, Jira, and HubSpot or similar tools
- Ability to work 12:00pm–8:00pm MT
- Availability for occasional weekend coverage
- Ability to accommodate a 9:00am–5:00pm MT onboarding schedule for the first 4–6 weeks
- Primary residence in Canada or the United States
- Legal authorization to work in Canada
Benefits
Comp & perks- Permanently remote work
- Flexible time off with a maximum of 5 weeks vacation
- Medical, vision, and dental benefits from the first day for full-time employees
- Increased mental health coverage
- Wellness stipend
- Inclusive parental leave top-up
- Earned wage access
- Real-time market data for salaries
- Supportive culture for lifelong learners
- Company-wide bonus program
- Meaningful investment in employee growth