Remote Technical Support Ops Lead

Paylocity; United States; On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Disability insurance

401(k) match

Career development

Job summary

Paylocity is seeking a Team Lead, Technical Support to mentor Specialists, drive issue resolution and maintain service levels across client issues in a fully remote U.S. role.

You will supervise daily operations, coordinate with the Manager and cross-functional teams, and lead ongoing training initiatives with L&D, Product, and Tech to ensure top-tier client support and continuous improvement.

Qualifications

• Minimum of two years’ experience with payroll and Human Capital Management (HCM) systems.
• Bachelor's Degree preferred.
• Experience with wage garnishments and related compliance processes strongly preferred.
• Prior leadership or supervisory experience preferred.
• Proficient in Microsoft Excel, including data import and table formatting.

Responsibilities

• Supervise the operations and work of their assigned team on a day-to-day basis.
• Facilitate coaching, training and mentoring of Specialists to ensure high levels of customer service through motivation and development.
• Facilitate individuals or team update communications through regularly occurring meetings, 1:1s and team huddles.
• As the subject matter expert, act as first level client escalation resource to support Specialists through complex problems.
• Coordinate with the Manager, Technical Support to ensure all client issues are addressed in a timely manner and handled appropriately.
• Manage and resolve escalated issues as identified by Customer Service department.
• Analyze and interpret reports to identify areas of improvement and training opportunities.
• Demonstrate thorough understanding of Paylocity’s service standards, policies and procedures and ability to respond to telephone inquiries and complaints in a prompt, accurate and courteous manner.
• Collaborate with Manager on best practices and opportunities to improve team’s performance and the performance between departments.
• Work in conjunction with L&D and Product and Tech department to identify and coordinate training for new product features and process changes.
• Assist Manager, Technical Support as required with employee relation concerns related to job performance and professional conduct.

Skills

Leadership

Communication

Problem solving

Education

Bachelor's Degree preferred

Tools

Microsoft Excel

Microsoft Office

Relational databases

Job description

Paylocity is seeking a Team Lead, Technical Support to mentor Specialists, drive issue resolution and maintain service levels across client issues in a fully remote U.S. role.

You will supervise daily operations, coordinate with the Manager and cross-functional teams, and lead ongoing training initiatives with L&D, Product, and Tech to ensure top-tier client support and continuous improvement.