Customer Support Team Lead

About the role

Wizcart is a home services marketplace in Calgary. Every professional on the platform is identity verified and background checked.

This role leads the team that supports both sides of the marketplace: the providers who do the work and the customers who book them. The team begins on the supply side, onboarding providers onto the platform. Customer support is added within the first few weeks, settling at a roughly 50:50 split. The role also serves as the point of contact for the door to door field team.

This is a pilot team. The process is to be built, not inherited.

Responsibilities

• Lead a team of tele callers and support agents working Calgary hours.
• Own team performance against targets: meetings booked, provider activations, response times, resolution quality.
• Build and run the daily operating rhythm: shift rosters, call targets, follow up cadence and escalation paths.
• Coach agents on pitch, objection handling and call quality. Conduct regular call audits and deliver specific feedback.
• Manage customer support end to end: booking issues, service complaints, quality escalations.
• Resolve disputes between providers and customers, including cases where both sides are at fault. Investigate, decide and document the outcome.
• Process refunds and credits within approved limits and escalate cases outside them.
• Own operations admin: provider records, documentation checks, ticket hygiene, reporting inputs and process documentation.
• Serve as single point of contact for the door to door team. Coordinate lead handovers, meeting confirmations, field escalations and daily updates across time zones.
• Onboard and ramp new agents, and reduce time to independent working.
• Report weekly to leadership on performance, conversion, disputes, refunds and blockers.
• Escalate product, process and lead quality issues to the relevant teams and follow through to closure.

Requirements

• Excellent spoken and written English. This role sets the communication standard for the team and handles escalations with customers and business owners directly. Highest priority requirement.
• Experience running both outbound and inbound processes. Outbound experience is mandatory.
• Prior team lead or supervisory experience with direct ownership of targets.
• Experience handling disputes, refunds or any process requiring a documented decision.
• Computer literate. Working command of CRM, spreadsheets, dashboards, calling tools and reporting, with the ability to pick up new software quickly.
• Ability to build process from scratch.
• Data literacy. Able to diagnose a drop in conversion or CSAT and identify what to check first.
• Availability for Calgary hours and reachable for the field team during their working day.