Job Overview
Role: Team Captain - Customer Support (Legal background preferred). Department: Supplier Sales, Services, and Support. Location: Calgary, Alberta, Canada; Lehi, Utah, United States.
Eligibility / Qualification Required:
SUMMARYIf residing within commutable distance to one of our offices, a hybrid schedule would be required (3 days in office, 2 days work from home).The Team Captain is responsible for reviewing, researching, and completing complex change requests to supplier accounts. In addition to core analyst responsibilities, this role provides day-to-day leadership, guidance, and support to peers, serving as a point of escalation and subject-matter expert. The Team Captain ensures regulatory accuracy, proper documentation, alignment with client and internal requirements, and consistently delivers world-class service to suppliers and customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:- Review, analyze, and action complex account change requests ensuring accuracy, completeness, and compliance with company and client requirements.
- Communicate account change requirements and outcomes with internal departments including Customer Support, Sales and Registration, Billing, Insurance, HSE, and Client Support.
- Work directly with suppliers via phone and email to obtain accurate, name-sensitive, and legally valid documentation.
- Upload, organize, and maintain documentation related to account changes received electronically.
- Audit OSHA records related to company sales, mergers, or acquisitions and ensure proper updates during USA Annual Updates.
- Maintain extensive knowledge of client-specific requirements including Insurance, OSHA, MSHA, Safety Manuals, and regulatory documentation.
- Conduct global entity research and verification using international registries, government databases, and publicly available corporate information sources.
- Interpret legal agreements, merger and acquisition documents, and other binding materials to determine operating authority and account eligibility.
- Evaluate contextual factors such as company structure, operations, geographic region, and historical activity to assess exception eligibility.
- Identify nuanced scenarios requiring tailored solutions and present recommendations to leadership.
LEADERSHIP RESPONSIBILITIES:- Serve as a day-to-day point of contact and escalation resource for Account Changes Analysts.
- Provide peer coaching, guidance, and knowledge-sharing to support individual and team performance.
- Assist with onboarding and training of new team members, reinforcing processes, quality standards, and best practices.
- Support quality assurance efforts by reviewing work, identifying trends, and recommending process improvements.
- Model professionalism, accountability, and customer-focused behaviors aligned with Avetta values.
- Partner with leadership to communicate updates, clarify expectations, and support change initiatives.
- Help foster a collaborative, inclusive, and high-performing team environment.
- Provide Avetta customers and suppliers with world-class service through professional, accurate, and timely communication.
IDEAL EXPERIENCE, EDUCATION, and TRAINING:- Clear and diplomatic verbal and written communication skills in English.
- Above-average understanding of cross-functional interactions between Customer Support, Sales and Registration, Billing, Insurance, HSE, and Client Support.
- Superior understanding of Avetta Connect and supplier account processes.
- Ability to navigate and utilize Salesforce effectively.
- Strong understanding of OSHA recordkeeping regulations and ability to locate and interpret relevant guidance.
- Ability to calculate OSHA-related statistics accurately.
- Demonstrated ability to research companies, incidents, and regulatory records across global regions including the USA, UK, and Australia.
- Proven ability to lead by influence, support peers, and balance individual contribution with team leadership.
How to Apply:
Apply online through the official Avetta Greenhouse job page.
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