Team Lead, Customer Care

Who We Are
At Zay Zoon, 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.

Who We Are
At Zay Zoon, 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 Zay Zoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees. Zay Zoon 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 Zay Zoon'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 s 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

Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs

Monitor customer service performance on the agent and team level

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

Establish and manage your team to individual and team goals and objectives

Assist in report creation reflecting support performance and/or conversation details

Monitor the Customer Care queues and assign resources to ensure we meet our targets

Coordinate and lead Zay Zoon new hire training for Customer Care

Own “escalated” customer communications through to resolution

Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling

Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure

Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing

Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc

You Bring

4+ years of experience in a support environment with inbound communication

2+ years of people leadership experience where you were responsible for managing performance

Process Improvement & change management experience

Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.

Experience with Intercom, Zen Desk, JIRA, and Hub Spot (or similar)

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…