Partner Support Lead: Escalations & Platform Expert

iSolved HCM; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

isolved is seeking a Partner Support Team Lead to guide a technical support team serving Certified Network Partners, ASOs, and PEOs. The role blends escalation leadership, coaching, and process ownership to ensure high-quality partner support.

You will drive case resolution, mentor peers, and collaborate with Product and Implementation teams to improve the partner experience across isolved People Cloud.

Qualifications

• Customer-facing technical support experience.
• Ability to coach and develop peers.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication across technical and non-technical audiences.

Responsibilities

• Serve as primary escalation point for complex/high-priority CNP cases, guiding team members.
• Maintain a personal case load while modeling quality and professionalism.
• Lead day-to-day team coordination, prioritizing and distributing workload.
• Demonstrate expert-level knowledge of isolved People Cloud across ASO and PEO environments.
• Identify trends in CNP case volume; surface issues and suggest product/process improvements.
• Assist in onboarding and developing new Partner Support Specialists; contribute to training materials.
• Create and maintain internal documentation, SOPs, and best practice guides.
• Lead or participate in CNP-facing meetings on complex issues and product releases.
• Collaborate with Product, Implementation, and other teams to resolve systemic issues.
• Monitor team adherence to SLAs and core values; support leadership in special projects.
• Support continuous improvement initiatives and team communications.

Skills

Customer-facing tech support

Leadership coaching

Analytical problem solving

Communication skills

Attention to detail

Education

4-year degree or equivalent

CPP certification

Tools

isolved People Cloud

Job description

isolved is seeking a Partner Support Team Lead to guide a technical support team serving Certified Network Partners, ASOs, and PEOs. The role blends escalation leadership, coaching, and process ownership to ensure high-quality partner support.

You will drive case resolution, mentor peers, and collaborate with Product and Implementation teams to improve the partner experience across isolved People Cloud.