Lead Technical Support Ops

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations and activities of the designated team

• Mentor, coach, and guide Specialists to ensure exceptional customer service

• Conduct team meetings, 1:1 sessions, and huddles for team updates

• Act as the primary escalation point for clients facing complex issues

• Collaborate with the Manager of Technical Support to resolve client concerns swiftly and effectively

• Handle and resolve escalated issues as identified by Customer Service

• Analyze reports to pinpoint areas for improvement and potential training needs

• Promptly and courteously respond to phone inquiries and complaints

• Work alongside the Manager to establish best practices and enhance team and departmental performance

• Partner with Learning & Development, Product, and Tech teams on training regarding product features and process changes

• Support the Manager of Technical Support with employee relations matters related to performance and workplace conduct

⛳️ Requirements

• At least two years of experience with payroll and Human Capital Management (HCM) systems

• Bachelor’s Degree is preferred

• Strong preference for experience with wage garnishments and compliance processes

• Prior experience in a leadership or supervisory role is preferred

• Proficient in Microsoft Excel, including skills in data import and table formatting

• Competent in Microsoft Office applications

• Capable of performing basic technical troubleshooting

• Ability to manage multiple software systems and inquiries at the same time

• Experience with relational databases

• Capability to sit for long durations, generally 7–8 hours per day

• Proficient in operating computer and phone systems and typing

• Available to work five days a week during specified work hours

• Must work remotely or from a designated location within the U.S.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• 401(k) matching

• Comprehensive benefits and perks for employees, families, and finances

• Opportunities for career development

• Reasonable accommodations for applicants and employees with disabilities