Join Our Mission: Help the Helpers with Jane

Lets kick things off with a quick intro. Jane is a team thats all about fostering growth, spreading delight, and serving our healthcare community. Were on the hunt for people ready to jump in and join us while we simplify the lives of healthcare practitioners and patients daily. And guess what? Jane is a remotefirst company, meaning every role at Jane, including this one, is remote, giving you the freedom to work from any corner of Canada.

Your Role in Our Journey

As a RealTime Support Operations Specialist at Jane, youll scan the horizon for incoming waves of customer inquiries 🌊, ensuring smooth channel flow during peak operational hours (MondayFriday, 6am2pm PST). Youll make realtime decisions that impact team workflow and customer experience, monitoring requests and utilizing team strengths to maintain Janes reputation for exceptional support even during high tide periods.

Your ability to balance service metrics with genuine care is crucial, as Jane is built on trusted customer relationships. Youll need deep knowledge of team capabilities to mobilize them in a delightful, human manner while using your analytical skills to spot patterns and your people skills to coordinate necessary adjustments.

If you love solving logistical puzzles and ensuring smooth operations behind the scenes, this role is for you. Your day will involve strategically positioning the team to create consistent support experiences, responding to scheduling needs, and maintaining the proactive approach to resource allocation that keeps our customers happy and our support system wellorchestrated.

Learn More About Us

Were founderled, 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 digitalfirst 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 .

There is often a high bar set, not just for the quality of work, but for the care we show for each other and our customers. And it’s our customers raising that bar, never standing still and continually improving which keeps us on our toes. Its not just about what youve done before or how quickly you work; its about your curiosity and drive to solve the right problems and your agility in learning new ways of thinking.

No doubt, Janes 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. Thats normal here. And yes, we have a Slack channel for parents, but weve 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. That comes in the form of departmental gettogethers, company retreats, or possibly a conference or two across North America if you’re keen to learn more about our community of healthcare providers. Were on the search for folks who are ready to dive in and become part of our journey toward making healthcare professionals lives easier every single day.

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

But we’ll also keep it real — as much as we love our work, the mountain were climbing is always getting taller. Were a growing company, and with that comes the challenge of navigating an environment with many moving parts, often without a clearcut path laid out in front of us. This is where you come in. If youre the kind of person who gets a kick out of being resourceful and loves solving problems, youll fit right in.

We believe in collaboration, humility, and keeping a growth mindset. Were 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.

In short, if youre 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 monitor channel queues to maintain service level agreements according to established priorities, ensuring customers receive timely support.
Develop and maintain a comprehensive skills database to optimize driver activities during highvolume periods.
Process schedule modification requests and coordinate with other departments for timesensitive needs.
Identify coverage gaps and collaborate with scheduling & leadership teams to implement solutions.
Facilitate crossdepartmental communication during incidents, releases, and other highimpact events.
Develop contingency plans for unexpected volume spikes or staffing shortages.
Perform postmortem analyses after significant service disruptions to identify preventative measures.
Track volume trends and identify correlations with events to provide feedback to our Workforce Analyst for future planning.
Verify accuracy of driver skill configurations in our Workforce Management Software (Dialpad)
Track adherence metrics and provide feedback to Team Captains to facilitate performance improvement.
Create and maintain documentation of realtime decision protocols.

The Experience We Feel We Need
You have experience in operations management, workforce management, or a similar role focused on optimizing service delivery.
Prior experience with workforce management tools like Dialpad or other scheduling and queue management software.
Experience working in a fastpaced environment where quick, informed decisions are essential.
You have the ability to divide your attention between multiple tasks at once and identify priority tasks appropriately.
You have demonstrated an improver mindset (critical thinking) by identifying patterns and implementing process improvements.
Youre analytical and datadriven, comfortable with tracking metrics and translating them into actionable insights.
Intentional: You understand the ripple effects of realtime decisions and can balance immediate needs with longterm goals.
Resilient: You maintain composure during highpressure situations and can adapt quickly when circumstances change.
Selfstarter: Youre proactive in identifying potential issues before they become problems and take initiative to develop solutions.
Collaborative: You excel at communicating across teams and can effectively coordinate resources during critical situations.
Detailoriented: You have a keen eye for spotting discrepancies in schedules or metrics that others might miss.
*Internally, the role will be titled RealTime Support Operations Expert**

Compensation Expectations for the Role

Jane’s committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $75,000 and maximum annual salary of $105,000. As you may have noticed, this salary range is quite large, and this is intentional to account for the growth someone will experience in the role throughout their time at Jane (i.e., from building the skills, to accomplished, to highly proficient, all the way to achieving excellence in the role).

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!

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.

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