Team Captain - Customer Support (Legal background preferred) at Avetta

SUMMARY If 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.