About FaireFaire is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi‑hundred‑billion‑dollar wholesale market that has historically been fragmented and offline. At Faire, we use the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe.About This RoleThe Senior Customer Experience Team Lead owns late‑day coverage (12 PM–9 PM ET) across the CX organization, leading a team of up to 15 Customer Experience Associates through the most complex and high‑stakes customer interactions across chat, email, and phone. You’ll be a trusted escalation partner and decision‑making resource for ICs across the broader team during hours when senior leadership coverage is thinnest. As AI handles a growing share of routine interactions, you’ll build your team’s confidence and capability in the work that requires human judgment, synthesis, and connection. You’ll develop your people into solid candidates for growth within CX and across the Ops organization, and contribute strategic thinking as we continue to specialize and tier our support model.Role SpecificationsThis is a hybrid role requiring the candidate to work 12 PM–9 PM ET, Monday through Friday. Hybrid requirements are Tuesdays, Thursdays, and one other weekday in the office. The candidate should have a suitable home office setup with a reliable high‑speed internet connection for non‑office days.What you’ll doServe as the go‑to escalation partner and decision‑making resource for ICs across the org during the late shift, owning real‑time guidance on complex platform issues, judgment calls,



and high‑stakes customer situations.Drive a standard of support on complex and challenging cases that directly contributes to customer retention. Empower ICs to make the right calls in nuanced situations by building strong decision‑making frameworks, not just escalation paths.Develop ICs who are strong candidates not only for advancement within CX but for critical roles across the Ops organization. Connect daily work to the skills and behaviors on the career pathway so ICs can see where they’re headed and what it takes to get there.Bring strategic thinking to how we continue to specialize and tier our customer support model. Take on projects within Production and cross‑functionally within Ops that move the organization forward.Identify where our AI tooling is letting customers down and feed those insights into the right channels— not by owning the AI system, but by being closest to where it fails.Qualifications (Must have)Proven experience leading and developing customer support teams of 8+ across multiple channels (chat, email, phone)Track record of coaching ICs through effective growth conversations, clear expectation‑setting, and consistent performance managementSound judgment and decision‑making in high‑stakes,



real‑time customer situationsAbility to influence across teams without positional authorityResilience under pressure and comfort operating as the most senior leader available during your shiftStrong interpersonal skills— especially reading intent and navigating tensionNice to HaveExperience working in an environment where AI handles a meaningful share of support volumeFamiliarity with capacity planning, scheduling, and intraday adherence in a multi‑channel contact centerTrack record of developing ICs who moved into roles outside of CX/supportSalary RangeKitchener‑Waterloo, ON: the pay range for this role is $72,000 to $99,000 per year. This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.Application ProcessFaire uses Artificial Intelligence (AI) to screen and select applicants for this position.Equal Employment Opportunity StatementFaire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.Accommodation StatementFaire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.Ly/faire-form).#J-18808-Ljbffr

📌 Senior Team Lead, Customer Experience - C$72,000 - C$99,000 A Year (Winnipeg)
🏢 Faire
📍 Winnipeg