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.
This is not your typical Team Lead role. As a Customer Lead at Jane, you operate as a true business owner of your vertical, accountable for the growth, retention, and overall health of your customer segment. You bring a commercial mindset and a people-first approach in equal measure, and you know that one drives the other.
You'll directly lead 4–6 Team Captains, each coaching their own team of frontline reps, giving you a broad reach and real leverage on the customer experience. 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 Team Captains navigate escalations, and using quality insights and performance data to drive continuous improvement across your line of business. 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 work hand in hand with teams like Market Specialists, Training, and Product, advocating for your customers and making sure their experience shapes the decisions that matter. At the end of the day, this is a role for someone who shows up every day knowing that how you lead your team is the customer experience, and that belief drives everything you do.
What Impact We're Looking For You To Make:
Own the Business
You take full ownership of vertical performance, accountable for growth and retention metrics within your segment, and you bring a track record of actually driving those outcomes
You understand the commercial levers of your line of business and make decisions with revenue, retention, and efficiency always in view, you know the numbers, and they shape how you lead
You lead Monthly Business Reviews (MBRs) with senior stakeholders, showing up with data, a clear point of view, and a forward-looking strategy, not just a report-out
You oversee day-to-day operations, queue health, escalation pathways, and workflows, identifying where things can be tightened to reduce friction and lift the customer experience
You leverage AI-assisted workflows to help your team move faster and work smarter, and you work closely across functions to influence the product and support roadmap, bringing the voice of your customers and your vertical's needs into the room
You spot trends before they become problems and translate data into decisions that protect performance at scale
Coach the Coaches
You support, coach, and develop 4–6 Team Captains, not just evaluating performance, but actively building their capability as leaders
You conduct regular 1:1s and coaching sessions, equipping them to deliver meaningful feedback and quality coaching to their own teams
When your Team Captains grow, team performance follows, you understand that leadership development is a business lever, not a soft initiative
Lead Through Change
You're a steady, transparent presence when things shift, helping your team adapt with confidence while keeping business continuity front of mind
You lead tiger teams and change initiatives with clarity, a positive mindset, and a practical plan, taking a vision and turning it into goals your team can actually run with
You foster an environment where feedback flows both ways, people feel safe to take risks, and morale is something you actively tend to, because for you, team engagement is directly connected to the customer experience and business results you're responsible for delivering
The Experience We Need:
Leadership That Builds Leaders
3–5 years of progressive leadership experience in a customer support or contact centre environment, with a track record of owning business metrics, not just supporting them
You've worked the frontline before stepping into leadership, and that experience gives you credibility and shapes how your team experiences you as a coach
You've developed team leads or supervisors, not just individual contributors, you know the difference between evaluating performance and actually building someone's capability, and you lean hard into the latter
You're a natural coach who builds trust, gets the best out of people, and leads with genuine care for their growth
Operational and Technical Fluency
Highly organized with the ability to balance competing priorities without losing sight of the bigger picture, you think like an operator and lead like a people person
Familiar with contact centre software, CRM tools, and AI-assisted workflows like Claude and Fellow (HubSpot is a plus)
You're comfortable adopting new technology and pick it up quickly, you use tech intentionally to enhance customer interactions, support your team, and sharpen how work gets done
Curiosity about what's next is what sets you apart here
Communication, Adaptability, and Presence
Clear and empathetic in how you communicate, whether navigating a tough escalation or steadying your team through uncertainty
Comfortable in ambiguity and able to move fast in a scaling environment, you bring the people around you along for the ride
You approach complexity with a positive mindset and a natural ability to resolve conflict and find solutions under pressure
This role operates Monday–Friday, 8:30am–5:30pm PST
More About Jane
Jane is a founder-led, high-growth SaaS company born in North Vancouver, British Columbia. We’re now a team of more than 700 people working remotely across Canada, the US, and the UK, united by our mission to help the helpers.
We build the products and tools that thousands of clinics rely on every day to run their businesses, care for their patients, and grow their communities. That level of impact means every person at Jane plays an important role in how we show up for our customers. We’re all responsible for being deeply connected to their needs, obsessed with improving their experience, and proud of the difference our work makes in their day-to-day lives.
Jane is growing fast, and that growth brings exciting challenges that call for adaptability, resilience, learning agility, and humility. We’re proud of what we’ve built and quick to admit what we don’t know yet. We listen, learn, and adjust as we go.
We’re also embracing the possibilities of AI, using it to work smarter, improve our systems, and create even better experiences for our customers and our team.
Our goal isn’t just delivery, it’s delight. We move quickly, communicate openly, and solve real problems together. If you’re energized by ambiguity, motivated by impact, and eager to learn with others, you’ll thrive at Jane.
Compensation & Benefits
At Jane, we’re committed to paying fairly, clearly, and above all, paying for growth. This role has an annual salary range of $90,000 - $150,000. While that is a large range, it is intentional. It reflects the full growth journey someone might take in the role, from developing skills early on to becoming highly proficient and ultimately achieving excellence.
Most new hires join at the accomplished stage, which for this role represents an annual salary of $110,000. A starting salary below this typically indicates a candidate with strong potential who is still developing key skills. Salaries above this usually apply to existing team members who have made a significant impact and bring deep Jane-specific knowledge.
We believe in paying for growth. You’ll have regular career development conversations with your manager and your compensation will grow as you gain experience and contribute meaningfully to our mission.
Paying clearly is one of our compensation fundamentals. Watch this short video to learn how our salary bands are set. You’re also encouraged to ask questions about compensation at any point during the interview process.
We also offer a comprehensive benefits package, You can learn more about it here!