Partner Support Team Lead

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

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The Partner Support Team Lead provides expert-level technical support to our Certified Network Partners (CNPs), including service bureaus, ASOs, and PEOs, while serving as a lead resource for the Partner Support team. This role bridges day-to-day case work with peer coaching, process ownership, and quality oversight. The Partner Support Team Lead is a trusted escalation point for complex issues, a driver of team consistency, and a key contributor to the continuous improvement of the partner support function.

Core Job Duties

• Serve as the primary escalation point for complex or high-priority CNP cases, providing guidance to team members and ensuring timely resolution.
• Maintain a personal case load while modeling quality, responsiveness, and professionalism in every CNP interaction.
• Act as a day-to-day team lead, coordinating workload distribution and supporting team members in prioritizing and resolving cases effectively.
• Demonstrate expert-level knowledge of isolved People Cloud platform configuration across both ASO and PEO environments, with deep knowledge in multiple functional areas.
• Identify trends in CNP case volume and case types; surface recurring issues to leadership with recommendations for process or product improvements.
• Assist in onboarding and developing new Partner Support Specialists by sharing knowledge, providing feedback, and contributing to training materials.
• Create and maintain internal documentation, SOPs, and best practice guides for the team.
• Lead or participate in CNP-facing meetings related to complex issue resolution, new product releases, or strategic partner relationships.
• Collaborate cross-functionally with Product, Implementation, and other isolved teams to resolve systemic issues and share partner feedback.
• Monitor team adherence to SLAs, quality standards, and Support Core Values - Accountability, Collaboration, and Trust.
• Support the Partner Support leadership team in special projects, process improvement initiatives, and team communications as needed.

Minimum Qualifications

• 4-year degree or equivalent business experience preferred, or equivalent combination of education and experience.
• Proven track record in a customer-facing technical support role, ideally supporting partners or service bureau clients.
• Expert-level knowledge of isolved People Cloud across multiple functional areas (e.g., Benefits, Time, Payroll, HR).
• Demonstrated ability to lead, coach, and develop peers in an informal or formal capacity.
• Strong analytical and problem-solving skills with the ability to identify root causes and drive systemic improvements.
• Excellent written and verbal communication skills, including the ability to present complex information clearly to both technical and non-technical audiences.
• High degree of accuracy, attention to detail, and accountability for quality outcomes.
• CPP certification preferred.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.