Customer Support

Job description

YOUR ROLE IN OUR JOURNEY Want to do meaningful work that helps real clinics deliver better care? Jane is a practice management platform used by thousands of health and wellness clinics. Our product is robust, multi-faceted and growing, powering everything from scheduling and charting to payments, payroll, telehealth, insurance, and more https://jane.app/features. Our Support team isn’t like most. They don’t just answer questions, they play a critical role in deeply understanding clinic needs, solving real problems, and helping practitioners get the most out of Jane. If you thrive in a fast-learning environment, take pride in doing excellent work, and want to be part of something that’s truly making a difference in the world, this could be the place for you. This role blends support, sales, and onboarding. You’ll lead demos, onboarding calls, and real-time support and troubleshooting across phone, chat, and video - often at high volume, always with a focus on quality and effectiveness over scripts or playbooks. At Jane, our performance bar is “delight,” and reaching it takes effort. Working hard here doesn’t mean working long, but it does mean caring deeply, learning constantly, and aiming higher than “just okay.” Our product is big, and customer needs can be nuanced. One moment you might be troubleshooting a complex health insurance setup, the next guiding someone who’s never used software. We support all kinds of learners, so you’ll need to tailor your communication to meet people where they are. We’re growing fast, which means things move quickly - and sometimes messily. If you’re energized by change, open to coaching, and excited to help build something meaningful, we’d love to hear from you. As we grow, so do the opportunities: whether you're interested in becoming a subject matter expert, shaping systems and strategy, or growing into people leadership, we support a variety of career paths based on your strengths and goals. Our support team members need to thrive for about 12 months before exploring other roles outside of this one! YOU MIGHT LOVE IT HERE IF ... - You love thoughtful feedback that challenges you. At Jane, we do things a little differently, which means trying new approaches, hearing fresh perspectives, and stretching beyond your comfort zone. - You feel at home in complexity, whether it’s navigating software or live problem-solving across channels. - You’re always looking for ways to make things better, not just checking boxes, but pushing from “good” to “great.” - You’re excited to dive into a deep product and use it to solve real, meaningful problems. - You bring warmth and clarity to every interaction with customers, leaving them feeling seen, supported, and confident. - You care about doing work that matters, and your effort aligns with the team, the customer, and the mission. - You thrive in fast-paced, live conversations and can switch gears without losing your stride. - You’re endlessly curious and you ask great questions, explore how things work, and look for ways to improve them. THIS ROLE MIGHT BE A STRUGGLE IF ... - You prefer to work independently without regular feedback. We believe growth comes from stretching ourselves, and giving and receiving feedback is a constant here. - You’re uncomfortable being on live video calls, building real-time relationships, or solving problems face-to-face with customers. - You thrive behind the scenes or in predictable, established workflows. This is a live, front-facing role with high visibility and day-to-day variety. - A fast-paced, ever-evolving environment feels more overwhelming than energizing. Priorities shift quickly, and adaptability is key (your schedule may shift in real time based on live channel assignments). - You find learning multiple complex tools simultaneously frustrating. Our product is deep, and curiosity about how things work is essential to succeed here. COMPENSATION & BENEFITS 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 $65,000 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 the 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 the link below 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 https://jane.app/documents/hiring/jane_benefits_overview.pdf! Jane takes job scams and candidate fraud seriously. Jane will only contact you from an @jane.app http://jane.app email address. We'll never contact you from a personal email, ask for payment, or request purchases during the hiring process. If something doesn't seem right, please reach out to us at hiring@jane.app before sharing any personal information.