Department: Customer Support Services
Employment Type: Temporary
Requisition ID: 1184
Date Posted: August 27, 2025
Closing Date: September 10, 2025 or until filled

JOB SUMMARY:

Reporting to the Sr. Manager, Support Services, the Team Lead, Data Support will lead a Support Services team who provides services to UFA members, customers and internal stakeholders. The is an intermediate position that will collaborate with other support teams to ensure alignment on UFA procedures, policies and best practices, and strive to provide industry leading customer support on a consistent basis.
The Lead will also be responsible for the integrity and compliance of data by adhering to processes, procedures and utilizing tools provided for the creation and maintenance of customer master data. They will be required to serve as a subject matter expert on UFA’s member equity and member investment programs and participate in the design and execution of internal IT and Data Governance initiatives that impact master data records, including member, customer, and article data.
This is a 14-month temporary position to cover a Maternity Leave
Responsibilities: Oversee a team of Support Services Data Administrators: Responsible for all aspects of people management including recruitment, training, goal setting, performance management and time management for all direct reports Provide leadership and direction on company processes, policies and best practices as it relates to Data Support at UFA Lead daily huddles, and monthly coaching sessions with a focus on KPI adherence Monitor and report on incoming cases to ensure that customer inquiries are being responded to in an effective and efficient manner Ensure an escalation process is in place and adhered to, maintaining a positive customer experience; assist with customer escalations by speaking to customers directly when needed Monitor key customer service metrics, identify trends, and make recommendations to support continuous improvement within the team Analyze case trends and determine root cause(s) of issues to develop solutions that meet customer needs and UFA requirements Manage and maintain the monthly Peer-Review process, and discuss potential performance improvements on a regular one-on-one basis with team members Work collaboratively with various UFA departments, such as IT, Finance, Tax and Product Specialists to align on process improvements and annual testing initiatives
Qualifications: Bachelor’s degree in Business Administration or related field with at least 7 years’ relevant experience. Minimum 3 years’ experience in a supervisory/lead role. Combination of education + experience will be considered. Excellent customer service, problem-solving, and conflict resolution skills. Strong knowledge of Enterprise Systems, POS Technology, CRM Systems, SAP, and Microsoft Dynamics functions. Strong time management, prioritization, and interpersonal skills Agricultural or petroleum background or a strong knowledge of the agricultural or petroleum industry will be considered an asset. Genuine interest in UFA cooperative business model required Able to manage, guide and lead employees to ensure appropriate processes are followed while also ensuring KPIs are consistently met Ability to manage confidential information.

Please refer the Job description for details