Customer Support Team Lead, Procurify

• Procurify is looking for a tech-savvy, empathetic Team Lead, Customer Support who is passionate about both customer experience and building high-performing support teams
• You’re someone who loves to understand how things work, solve complex problems, and lead others to success
• You’re energized by mentoring a team, handling escalations with confidence, and helping both your team and our customers reach their full potential
• We’re looking for entrepreneurial leaders who challenge the status quo and are ready to contribute to larger strategic goals
• 3+ years of experience in a technical customer-facing role, with at least 1 year in a leadership, mentorship, or team lead capacity
• Experience in B2B SaaS companies
• Experience working in Start up environments
• Proven ability to troubleshoot both web and mobile applications across different environments
• A natural communicator—able to explain technical concepts clearly to users of all skill levels
• Inherently curious, with a passion for learning how systems work (and making them better)
• A strong advocate for customers, with experience driving feedback loops and influencing product decisions
• High emotional intelligence with the ability to navigate conflict, coach others through challenges, and create a safe, growth-oriented team environment
• Experience motivating a team to meet KPIs while maintaining a supportive, collaborative culture

• Everyone at Procurify is a team player
• This role is all about people—supporting your team’s development, building relationships across the business, and championing the voice of the customer
• Lead and support a team of Technical Support Advocates by managing daily operations, coaching on best practices, and fostering an environment of continuous improvement
• Own and resolve high-impact escalations, ensuring swift, empathetic, and technically sound outcomes
• Motivate and inspire the team to meet and exceed KPIs related to customer satisfaction, resolution time, and support quality
• Support inbound technical inquiries via chat, email, and video calls—guiding your team while remaining hands-on to set the standard
• Ensure end-to-end issue resolution—from initial investigation to solution delivery—while teaching and empowering the team to do the same
• Act as a customer advocate, driving feedback loops to Product and Engineering based on trends, feature requests, and usability insights
• Identify, reproduce, and document bugs, working closely with QA and development to prioritize and resolve issues
• Develop team expertise on Procurify’s full range of features and functionality
• Contribute to and manage team contributions to the knowledge base; promote customer self-service through well-documented solutions
• Lead internal projects focused on improving the customer experience, streamlining support processes, and enhancing team efficiency
• Coach and mentor team members, helping them grow technically and professionally through regular feedback, 1:1s, and skills development
• Be a role model—setting the standard for tone, ownership, and customer-first thinking
• KPI’s:
• Customer Satisfaction Score (CSAT)
• First Response Time (FRT)
• Time to Resolution / Average Resolution Time (ART)
• First Contact Resolution (FCR)
• Escalation Rate
• Case Handling Rate
• Quality Assurance Score (QA)
• Ticket Volume / Backlog Trends
• Knowledge Base Contribution Rate
• Bug Identification & Reporting Accuracy

• Remote-first: As a remote-first organization, our team can work anywhere within Canada
• Flexible work hours: We don’t have set hours. You have the flexibility to work on the schedule that works for you and your team
• Unlimited RTO: We know there’s more to life than just work, which is why we offer unlimited Responsible Time Off for all of our team members. We encourage our team to take breaks and unplug
• Health benefits: We prioritize our team’s health and wellbeing. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account
• Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program
• Financial wellbeing: We provide Wealthsimple programs and access to financial advisors to support our team’s diverse life goals
• Training and development: Personal and technical growth are things that we value, so we provide access to Pluralsight, Masterclass, and progressive career matrices
• Tech setup: We make sure our team is equipped with the right tools and tech to set them up for success from Day One
• Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns
• DEI initiatives: We run a diversity, equity, and inclusion roundtable monthly where we host guest speakers and tackle the topics that matter
• Referral program: It’s all about who you know. Our grand prize for our Referral Bonus Program is a bucket list vacation for two!

Total funding: $88.4m

Business spending can be complex and intimidating, and companies often need to navigate multiple platforms. Companies need to find a way to make business decisions that are simple, well informed and ideally all on one platform.