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Team Lead, Global Support

1 month ago
Albania, Bulgaria, Croatia, Estonia, Lithuania, North Macedonia, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Ukraine, Philippines
Full-time
Lead
Technical Lead
Software Development
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Remofirst

Remofirst

Remofirst: Simplifying global HR solutions with streamlined payroll, compliance, and remote hiring in 180+ countries.

Professional Services
11-50
Founded 2021
View All Jobs 6

Description

  • Manage and lead a team of ~7–8 Global Support Specialists (APAC and/or EMEA), including day-to-day supervision and workload distribution.
  • Serve as the Subject Matter Expert (SME) for team processes and complex operational situations, providing on-the-spot guidance and technical direction.
  • Directly handle a specialized caseload of high-priority, complex technical inquiries related to global employment, compliance, and payroll.
  • Act as the internal escalation coordinator: triage incoming escalation requests, assign to appropriate teams, and liaise with operations/product/engineering/finance during investigations.
  • Coach, develop, and support team members through regular 1:1s, constructive feedback, personalized development plans, and onboarding of new hires.
  • Monitor and analyze key support metrics (Response Time, Resolution Time, CSAT, Backlog) and enforce SLA adherence and performance expectations.
  • Proactively manage queue health—identify unassigned/aging tickets and urgent/high-impact cases to ensure timely resolution.
  • Champion process improvements, tool enhancements, and knowledge base contributions to reduce recurring issues and improve team efficiency.
  • Provide clear, accurate, and timely technical updates to Customer Success Managers to enable proactive client communication and de-escalation.
  • Model best practices for internal resolution timelines and uphold support quality standards and company policies.

Requirements

  • 3+ years in a fast-paced Customer Support or Technical Support role handling complex, multi-faceted inquiries.
  • Preferable experience in payroll support with understanding of payroll processing, tax compliance, and regulatory requirements.
  • 1+ year in a formal or informal leadership role (e.g., Team Lead, SME, Senior Specialist) with exposure to escalation management or cross-functional coordination.
  • Proven ability to partner effectively with Customer Success and other cross-functional teams to resolve shared client issues.
  • Deep operational knowledge and demonstrated ability to act as an SME for complex support processes.
  • Strong analytical skills with experience using data and reporting tools (e.g., Zendesk and its reporting dashboards) to manage performance and identify root causes.
  • Excellent written and verbal communication skills with ability to explain complex technical or compliance concepts clearly and manage sensitive internal interactions.
  • Highly organized, proactive, resilient, and able to thrive in a high-growth, rapidly changing startup environment.
  • Experience managing queue health and support SLAs, and familiarity with triage and escalation workflows.

Benefits

  • Competitive compensation package.
  • 100% remote work (remote-first company).
  • Generous PTO policy (days off based on local home country laws).
  • Early-stage startup environment with opportunity to influence processes and grow rapidly.
  • Opportunity to build and scale teams and systems while supporting market-leading clients (e.g., Microsoft, Mastercard).
  • Inclusive culture emphasizing respect, kindness, diversity, and the right to fail.

Interested in this position?

Apply directly on the company website

Apply Now

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