Partner Support Team Lead: Escalations & Coaching

iSolved HCM; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

isolved is a leading HCM technology provider headquartered in Charlotte, NC. The Partner Support Team Lead will guide a team of specialists, manage complex CNP cases, and drive improvements across ASO and PEO environments.

You will coach peers, maintain quality standards, and collaborate with Product and Implementation teams to resolve systemic issues. A strong customer-facing background and CPP (preferred) are highly valued.

Qualifications

• 4-year degree or equivalent business experience preferred.
• Proven track record in a customer-facing technical support role.
• 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.
• CPP certification preferred.

Responsibilities

• 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 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.

Skills

Customer support

Team leadership

Analytical thinking

Technical communication

Cross-functional collaboration

Education

Bachelor's degree

CPP certification

Job description

isolved is a leading HCM technology provider headquartered in Charlotte, NC. The Partner Support Team Lead will guide a team of specialists, manage complex CNP cases, and drive improvements across ASO and PEO environments.

You will coach peers, maintain quality standards, and collaborate with Product and Implementation teams to resolve systemic issues. A strong customer-facing background and CPP (preferred) are highly valued.