Global Support Team Lead - Remote Eligible

Global Support Team Lead

RemoFirst provides global payroll and compliance for remote teams. We believe in Freedom of Work. To do this, we empower Employers to be free from geographical boundaries and state lines, and we allow employees to be free to pursue opportunities wherever they may exist. We work with a global network of Employer of Record (EOR) partners to deliver our services. An Employer of Record (EOR) is an organization that helps companies expand internationally by hiring and paying employees on behalf of another company. EORs assume the responsibility for all formal employment tasks, including payroll processes and compliance documentation. Simply put, using an Employer of Record (EOR) allows companies to legally and efficiently employ workers in other countries without having to set up a local entity or risk violating local employment laws. RemoFirst was founded in 2021, remote-first since the very beginning. We believe in people, excellence, and delivery. To read more, please visit our website.

The RemoFirst team is made up of problem solvers and overachievers, and we seek out others who are also passionate and relentless in their respective missions. The Client Success team sits at the heart of RemoFirst, and supports clients from the moment they hire their first employee through our platform, and for the lifetime of their global employment journey. We work closely with our Sales, Product, and Finance colleagues to deliver a world-class experience. We also support our client's global employees in collaboration with our network of local partners.

What You'll Do:

We're looking for an experienced, highly driven, and empathetic Team Lead to manage and support a team of Global Support Specialists. This is a critical player-coach role where your time will be equally split between actively managing complex technical cases and coordinating high-priority client escalations (50% of your time), and leading a high-performing team of specialists (50%) to ensure high-quality service delivery, operational excellence, and continuous performance improvement.

This role is essential for ensuring alignment between Support and Customer Success. The Team Lead acts as the internal escalation coordinator and Subject Matter Expert, ensuring that support resources are effectively deployed to assist CSMs in resolving the most sensitive client issues.

Advanced Support & Escalation Coordination (50%)

This function focuses on expert-level support delivery and coordinating the internal resources required to assist Customer Success with client escalations.

• Expert Inquiry Management & Problem Solving: Handle a personal caseload of the most complex, high-priority technical and operational inquiries. Independently diagnose, troubleshoot, and resolve issues related to global employment, compliance, payroll, and benefits, often serving as the final technical resource before the issue leaves the immediate team.
• Client Escalation Coordination: Act as the Support Resource Lead for client escalations (both Scale and Strategic) owned by Customer Success Managers (CSMs). This includes:
• Triage and Assignment: Quickly assess incoming escalation requests from CSMs, ensuring they are routed to the right internal technical, compliance, or finance teams for investigation.
• Cross-Functional Orchestration: Serve as the liaison between the CSM and internal operations/product/engineering teams to drive investigation, root cause analysis, and resolution.
• Support Communication: Provide clear, accurate, and timely technical updates and findings back to the CSM, enabling them to proactively communicate with the client.
• De-escalation & Standards: Model best practices for managing internal resolution timelines, and uphold the highest standards of support quality and adherence to company policies and Service Level Agreements (SLAs).

Team Leadership, Operational Oversight & SME (50%)

This function focuses on people management, performance development, and the proactive operational health of the support queue in the APAC and or EMEA region for around 7 or 8 agents.

• Subject Matter Expertise (SME): Act as the definitive SME for team processes and complex operational situations. Help team members unblock complex or hard situations by providing on-the-spot guidance, process clarification, and technical direction.
• Coach & Development: Coach, support, and develop a team of Global Support Specialists through regular 1:1s, constructive feedback, and personalized development plans. Act as a primary resource for team members, assisting with difficult queries and sharing expertise.
• Performance Management: Set clear performance expectations and manage individual performance. Monitor and analyze key support metrics (Response Time, Resolution Time, CSAT, Backlog) to drive accountability and ensure team service level agreement (SLA) adherence.
• Queue Health Management: Proactively monitor the overall support queue health (e.g., unassigned tickets, aging tickets), ensuring efficient ticket distribution and timely handling of incoming requests. Identify and track urgent or high-impact tickets to ensure prompt resolution.
• Process Improvement & Knowledge: Identify and champion opportunities for process improvements, tool enhancements, or training needs based on observed trends and challenges. Actively contribute to the knowledge base.
• Hiring & Onboarding: Support the hiring, onboarding, and ongoing technical and soft-skill training of new and existing team members.

Experience:

• 3+ years of experience in a fast-paced Customer Support or Technical Support role, specifically dealing with complex, multi-faceted inquiries.
• 1+ years of experience in a formal or informal leadership role (e.g., Team Lead, Subject Matter Expert, 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 proven ability to act as a Subject Matter Expert for complex support processes.
• Strong analytical skills with the ability to use data (e.g., Zendesk, its applications & reporting dashboards) to manage team performance, analyze queue health, and identify root causes.
• Excellent written and verbal communication skills with a proven ability to manage sensitive internal interactions and communicate complex technical or compliance concepts clearly.
• Highly organized, proactive, and resilient, with an ability to thrive in an environment of rapid growth and change.

Why Work at RemoFirst?

• Startup environment. RemoFirst is an early-stage start-up. You have a voice and can influence and grow rapidly.
• Build & Scale From Scratch. Experience hyper-growth scale and help us build a great team of professionals worldwide that can help us achieve this ambitious vision.
• Work for a Market Leader. Scale a project that counts market-leading companies like Microsoft, Mastercard, and more as happy customers.
• Compensation and perks are great! Competitive compensation. 100% remote work. Generous PTO policy. Days off are based on the local laws of the home country.
• Culture. We lead with respect, kindness, and the right to fail. We value hard, yet smart work. Diversity and inclusion are integral to our culture. As we grow and evolve, we welcome your input to help us define our culture further.