Team Leader, Client Service

Payworks-Inc.; Cambridge; Hybrid; CAD 70,000 - 80,000; Full time

Job summary

Payworks is seeking a Team Leader, Client Service in Cambridge, Canada to lead the Service team, coach staff, and drive exceptional client experiences. You will ensure coaching, onboarding plans, and performance discussions, while collaborating across departments to meet departmental goals and grow the business.

The role offers a hybrid work model with office presence in Cambridge and flexible scheduling, plus comprehensive benefits and professional development opportunities.

Qualifications

• 5+ years in a leadership role leading client service teams.
• Strong interpersonal and communication skills.
• Proficient in Excel and Payworks products and systems.
• Ability to coach and develop team members and drive customer satisfaction.

Responsibilities

• Be an Influential Leader—coach and mentor, drive learning and on-boarding.
• Foster Teamwork—promote collaboration across departments.
• Build Meaningful Connections—match clients with the right Service contact and resources.
• Make Great Products Even Better—identify priorities and advocate for product improvements.

Skills

Leadership

Client service

Communication

Excel

Coaching

Tools

Payworks platform

Job description

Doing business to business, person to person.Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proudly Canadian and committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.

With clients of all sizes and more than 600 employees, we currently have an exciting opportunity on our Service team for the right candidate. Because when it comes to great people, there’s always room for one more.

Salary range : $70,000-$80,000

DOING RIGHT BY PEOPLE – IT’S WHAT WE DO

The Team Leader (TL) will lead a Service team to ensure they have a positive work environment and all the tools, resources and coaching to provide exceptional service to our client base. Acting as a coach and mentor, the TL will develop individuals on the team to excel at what they do, ensuring continuous improvement of skills, knowledge, and abilities while playing an active role in achieving departmental objectives and growing the business. Working in an up-beat environment, the successful candidate is passionate about people and a natural leader with a strategic mind to boost client retention and shape the customer experience. The TL must possess strong people leadership, communication and organizational skills.

WHY YOU SHOULD CHOOSE PAYWORKS

• Comprehensive employer paid benefits, including a Health Spending Account, for you and your family and excellent pension plan with employer contributions.
• Plenty of professional development opportunities.
• Community-minded culture – Receive two paid days per year to volunteer and lots of opportunity to “Pay it Forward”.
• Time and flexibility to meet your needs –Hybrid work model with flexible work options, plus 3 weeks vacation to start, flex time and parental leave benefits.
• Cool perks – Annual Lifestyle Spending Account, fun office environment and events, and more!

PROVIDE AN EXCEPTIONAL CLIENT EXPERIENCE – IT’S WHAT YOU’LL DO

• Be an Influential Leader – Acting as a coach and mentor, you will develop your team members to achieve their fullest potential. You will engage in regular and meaningful coaching and performance discussions, ensure team members are clear on role expectations and aware of career possibilities, communicate regularly and provide opportunities for learning. You will also participate in recruitment process of new hires, playing a key role in coordination and follow through of onboarding plans.
• Foster Teamwork – Provide opportunities for the team to contribute in an environment that encourages collaboration, mentorship and employee engagement. Beyond Service, you will take the lead in strategic initiatives across multiple departments.
• Build Meaningful Connections – You will have an advanced understanding of the needs of specific clients and ensure they are matched with the Service contact best suited to them, as well as engage resources from across the business where needed to help meet their needs. When needed, you will offer your guidance to achieve quick and creative resolutions to client situations ensuring overall customer satisfaction.
• Make Great Products Even Better – Through insights from your team, you will identify priorities and recommend suitable solutions to Payworks’ products. You will also need to stay on top of product knowledge as new releases of Payworks’ workforce management solutions are introduced to effectively support the team.

WHAT YOU’LL NEED TO SUCCEED

• 4-5 years’ in a leadership role, with preference given to experience leading client service teams in a similar industry.
• Understanding of Canadian payroll processes would be considered an asset.
• Strong technical skills/savvy, preferably with proficiency in Excel and systematically using Payworks products and systems.
• Strong interpersonal skills, with the ability to build positive relationships and effectively collaborate with individuals at all levels of the organization.
• Strong coaching aptitude with the ability to guide both clients and team members systematically.
• Ability to foster teamwork, recognize and acknowledge employee performance and inspire trust and motivation.
• Ability to be resourceful when trouble‑shooting and resolving complex client issues including strong analytical and organizational skills.
• Excellent communication and customer service skills, with proven ability to build long‑term client relationships.
• Exceptionally organized with the ability to adapt to tight deadlines, heavy workloads, and sudden or frequent changes in priority in order to accomplish objectives.

We are proud to support a Flexible Work Plan that recognizes the diverse needs and lifestyles of our people. The Team Leader, Client Service has the option to work fully out of the Payworks office in Cambridge or on a hybrid work model, working in the office at least three (3) days a week. The shift for this role is 9:30 am to 5:30 pm EST.

Payworks is committed to providing an inclusive, accessible environment, and collaborating with employees, clients and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation and equal opportunity. Payworks welcomes and encourages applications from all persons. Individuals applying for employment with Payworks may request accommodations at all stages of recruitment and employment from Human Resources.

Employees at Payworks’ come from different backgrounds, and we celebrate those differences. We are looking for the best candidate for this opportunity, but do not expect applicants to meet every qualification in order to be considered.

Payworks does not use artificial intelligence (AI) technologies in the screening, assessment, or selection of applicants at any stage of the hiring process.

This posting is for an existing vacancy within our team.