Lead Technical Support Ops

🕒 August 11

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Paylocity

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 $10M Venture Round - Paylocity on 2008-05

HR Tech • SaaS • B2B

Paylocity is a provider of cloud-based payroll and human capital management software for businesses of all sizes. Its platform includes payroll, HR, time & labor, benefits administration, talent management (recruiting, onboarding, performance, learning), employee experience tools and AI-driven features, and it serves small businesses through enterprises as well as partners such as accountants, brokers, and tech partners.

📋 Description

• Supervise the day-to-day operations and work of the assigned team • Coach, train, and mentor Specialists to ensure high levels of customer service • Facilitate team updates through meetings, 1:1s, and team huddles • Serve as the first-level client escalation resource for complex problems • Coordinate with the Manager, Technical Support to address client issues promptly and appropriately • Manage and resolve escalated issues identified by Customer Service • Analyze and interpret reports to identify improvement areas and training opportunities • Respond to telephone inquiries and complaints promptly, accurately, and courteously • Collaborate with the Manager on best practices and team and departmental performance improvements • Coordinate with L&D, Product, and Tech on training for product features and process changes • Assist the Manager, Technical Support with employee relations concerns related to performance and professional conduct

🎯 Requirements

• Minimum of two years’ experience with payroll and Human Capital Management (HCM) systems • Bachelor’s Degree preferred • Experience with wage garnishments and related compliance processes strongly preferred • Prior leadership or supervisory experience preferred • Proficient in Microsoft Excel, including data import and table formatting • Skilled in Microsoft Office applications • Ability to perform basic technical troubleshooting • Ability to navigate multiple software systems and inquiries simultaneously • Experience working with relational databases • Ability to sit for extended periods, typically 7–8 hours per day • Ability to operate computer and phone systems and type • Ability to work five days per week during designated work hours • Must work from home or location of record within the U.S.

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • 401(k) match • Benefits and perks supporting employees, families, and finances • Career development opportunities • Reasonable accommodations for applicants and employees with disabilities