Customer Support

Join Our Mission: Help the Helpers with Jane

Let’s kick things off with a quick intro. Jane is a team that’s all about fostering growth, spreading delight, and serving our healthcare community. We’re looking for people who are ready to jump in and join us as we simplify the lives of healthcare practitioners and patients every day.

At Jane, success means collaborating with your team, delivering an aligned result with efficiency and quality, communicating clearly and openly, and embracing continuous improvement. And guess what? Jane is a remote-first company, so every role, including this one, gives you the freedom to work from anywhere in Canada.

Your Role in Our Journey

Please note: We are currently accepting applications for this position with anticipated start dates in 2025.

Jane is prioritizing candidates who are available to work Tuesday to Saturday.

Customer Support at Jane isn’t just a regular ol’ support job. Our Support team is at the heart of Jane 🩵, don’t be surprised that we expect a lot. We value our customers and our goal is to provide delight in all interactions. We’re always ready to adapt to different support channels (i.e. live chat, phones, emails) and collaborate across the teams (product, marketing, content, etc) to ensure that the voice of our customers is continually integrated into how we build and improve Jane. Our Support team also functions as our Sales team (Yup, you heard it. We don’t have a dedicated Sales team!) by doing live demos and onboarding through video calls to foster human interaction.

Jane has been built by building trusted relationships with our customers. This is why empathy and relationship-building skills are pinnacles within our team. If you love speaking with customers, deeply understanding their challenges, and making their lives easier, this opportunity may be for you.

At Jane, our Support team builds strong relationships with our customers, helps to improve our product, and answers any and all questions. We have extremely lovely and happy customers, and feedback consistently highlights their positive experiences both before and after joining Jane, which is a testament to our exceptional support. Our customers rely on accurate and timely responses, and at Jane, we are on a mission to enhance and continue to improve our workflows so we can spend the right time in the right conversations. That being said, we value quality and genuine connection with customers over purely hitting targets.

As a Support team member, your day-to-day will be fast-paced switching context from our live channels (phones and live chat) to match how our customers want to communicate with us. You'll use your communication skills to engage with potential customers through live channels and online demos. By connecting face-to-face over Zoom, you'll create a fantastic first impression of Jane, fostering long-lasting relationships during demos or onboarding calls.

Learn More About Us

We're founder-led, which means we live our values while maintaining a clear vision for the future. Our product enables the likes of physiotherapists, mental health counsellors, chiropractors, and other allied health practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, secure payments and billing along with an evolving library of features. You can see more of them here.

We're a company that is growing rapidly, and with that comes the challenge of navigating an environment with many moving parts, often without a clear-cut path laid out in front of us. If you're the kind of person who gets a kick out of being resourceful and loves solving problems, we would love to hear from you.

No doubt, Jane's a special place to work. There is autonomy and flexibility to help integrate work into your life in a way that makes sense for you. Need to block out time to pick up the kids? Go for it. That's normal here. And yes, we have a Slack channel for parents, but we've also got channels dedicated to plants, furry friends, food, pride, wellness - you get the idea! While we love to connect virtually, the Jane team also connects in person throughout the year.

We believe in collaboration, humility, and keeping a growth mindset. We're looking for people who can embrace our way of working, which often means being flexible and open to change. So, if after reading this, you feel excited about the opportunity — all in the name of helping those who help others — reach out to us to learn more.

You can also learn more about Jane as a company and a product by checking out our Glassdoor reviews and our Capterra Reviews

If you're excited by our growth, ready to contribute to a challenging yet rewarding environment, and eager to be a disruptor alongside a team of talented individuals, we’d love to hear from you!

The Impact You Could Have

• You will assist our customers through multiple live channels, addressing a wide range of topics. Your day will involve switching between channels and prioritizing the busiest queue or the one requiring the most attention, which is typically live calls (phones).
• Troubleshooting and investigating a variety of customer questions related to day-to-day clinic operations.
• Ensure customer retention and satisfaction - contribute to Jane’s reputation and effectively build strong relationships across the Jane community.
• Lead your interactions with empathy and curiosity. Guide our customers in achieving their goals - make Jane valuable.
• Live Demos: This is your chance to get curious and understand what our potential customers are looking for from Jane and whether we can offer that to them. This isn’t a sales pitch per se but an opportunity for you to ensure Jane is continuing to create a true product market fit (In fact, if the best decision might be for someone not to sign up for Jane, that’s perfectly okay!).
• Onboarding Calls: This is one of the most important times in a clinic's journey with Jane, and everyone uses Jane a little bit differently. Understanding your customer is crucial and this is where we help clinics get comfortable with using Jane by bringing their vision of how they'd like to use it to life.

The Experience We Feel We Need

• You have experience in a fast-paced, customer-facing/online-facing role.
• Prior experience with CRM tools and other customer support software, ensuring efficient and effective resolution of customer inquiries.
• Experience in a fast-paced, high-intensity, online-facing environment, adept at managing multiple tasks simultaneously and working independently. Motivated by dynamic, high-demand settings, you quickly adapt to the rapid operational style at Jane.
• You have demonstrated an improver mindset (critical thinking) by cross-functioning with other teams and delivering customer feedback to help our product grow.
• You love to learn and read between the lines. You’re tech-savvy and always eager to find efficient workflows.
• Intentional: You have the ambition to always understand the why behind things. You stay curious and deeply connect with our customers and you’re able to confidently explain Janes why.
• Resilient: You have a proven ability to handle setbacks and overcome challenges, demonstrating perseverance and a positive attitude in the face of adversity. You take feedback constructively and use it as an opportunity to improve and grow.
• Self-starter: The ability to be curious, resourceful, and driven to find a solution. You’re excited by fast-paced work and want to improve and achieve Jane’s goals as a team. You come ready to act on opportunities with optimism and resilience.
• Passion: You’re committed to growing and thriving in the support role. Delighting customers and providing a lasting impression excites you. Those “AHA” moments motivate you.

Bonus points:

• Experience working in the Allied Health Industry
• Experience working for a SaaS/Product Support environment
• Experience with customer onboarding
• Experience if you've ever done demos for a software product

Compensation Expectations for the Role

Jane’s committed to paying our team members fairly, clearly, and above all, paying for growth. This is reflected by a strong starting annual salary of $60,000 CAD for all Customer Support Representatives at Jane. You’ll be eligible for a salary increase each year on your work anniversary that will reflect the hard work you’ll be doing to meet our customers’ high bar and the growth you’ll be experiencing in a fast-paced, high growth environment. Joining Jane’s Support team will allow you to build a career with a variety of paths. Some folks will build deep knowledge and expertise in their roles to become Senior Product Specialists. Others may shift gears into “Expert” roles in areas such as Jane Payments, Technical Escalations, and Demos. Some may want to broaden their scope to step into people leadership roles like Team Captains and one day, Country Leads. Each of these career paths come with clear compensation expectations of what you can expect on your work anniversary based on the hard work you’ll put in and growth you’ll experience.

Paying clearly is one of our compensation fundamentals to help folks build trust in the compensation process at Jane. To better understand Jane’s compensation fundamentals and how this range is determined, click on this link here for a short video walkthrough of how it all works! We also welcome you to ask as many questions as you’d like about compensation throughout the interview process to ensure you feel confident and build trust through the process.

More information on our benefits can be found here

A final note: Jane is a growth company, which means that the role is always evolving as the company grows and expands. To be happy at Jane requires a level of comfort with ambiguity and grit.

Sound Exciting?

If you want to get started, prepare the following application:

1. Cover letter explaining why you’d be a good fit at Jane - tell us why we’d be making a huge mistake if we don’t hire you :)

2. Resume

#LI-DNI

At Jane, we’re committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make Jane an inclusive, equitable, and diverse workplace.

We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that Jane serves.

We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the Jane community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you.