Procurify is the AI-enhanced procurement and AP automation platform for the mid-market. We make it easy for organizations to take control of spend and save money. We’re looking for a talented and team-driven Team Lead, Customer Support to join us on our journey.

ABOUT THE ROLE

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.

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. We’re looking for entrepreneurial leaders who challenge the status quo and are ready to contribute to larger strategic goals.

What you’ll be working on:

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

Who we’re looking for:

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.

WHY PROCURIFY?

Help us modernize spend management

Procurify is a remote-first company with a big heart and a strong ambition to modernize the way organizations manage business spend. We’re trusted by hundreds of companies around the world — across industries like biotechnology, education, health care, manufacturing, and software — to manage over $30B in spend. We recently closed $50M in Series C funding to help us strengthen our core offering, launch new payment capabilities, and provide customers with an AI-enhanced procure-to-pay experience. Read the press release here.

Be empowered to do your best work

We’ve created an environment where personal and professional growth is a real priority. Some of the great perks we offer include:

Flexible working: We’re a remote-first organization with flexible working hours. Work anywhere from within Canada!
Unlimited responsible time off: Work hard, play harder. All team members can take advantage of our unlimited responsible time off policy.
Extended health benefits: We prioritize our team’s health and well-being. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account.
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.
Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program.
DEI initiatives: We regularly run a diversity, equity, and inclusion roundtable where we host guest speakers and tackle the topics that matter.

Work with an amazing team

We’ve welcomed team members who were boat captains, funeral directors, swing dancers, competitive gamers, plumbers, and novelists. Everyone has a story and we’re here to embrace them!

LEARN MORE

Procurify is an Equal Opportunity Employer. We do not discriminate against any team members or applicants for employment because of race, colour, disability, sex, age, national origin, religion, sexual orientation, or gender identity and/or expression.

If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know that feelings of imposter syndrome can get in the way of meeting incredible candidates, and we certainly don’t want those feelings to get in the way of meeting you! We really want to get to know you and why you're great for the role. Please avoid including your picture and age on your resume.