Senior Team Lead, Customer Experience

About Faire

Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role

The Senior Customer Experience Team Lead owns late-day coverage (12PM–9PM 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 won’t just lead a pod — 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 continues to handle 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 strong 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 Specifications

This is a hybrid role requiring the candidate to work 12PM–9PM ET, Monday through Friday. Our hybrid requirements are Tuesday, Thursday, 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 do

• Serve 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 management

• Sound judgment and decision-making in high-stakes, real-time customer situations

• Ability to influence across teams without positional authority

• Resilience under pressure and comfort operating as the most senior leader available during your shift

• Strong interpersonal skills — especially reading intent and navigating tension

Nice to have:

• Experience working in an environment where AI handles a meaningful share of support volume

• Familiarity with capacity planning, scheduling, and intraday adherence in a multi-channel contact center

• Track record of developing ICs who moved into roles outside of CX/support

Salary Range

Kitchener-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.

Faire uses Artificial Intelligence (AI) to screen and select applicants for this position.

This job posting is for an existing vacancy.

Hybrid Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.

Why you’ll love working at Faire

• We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.

• We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.

• We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.

• We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.

Faire 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.

Faire 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)

Privacy

For information about the type of personal data Faire collects from applicants, as well as your choices regarding the data collected about you, please visit Faire’s Privacy Notice (https://www.faire.com/privacy)