Workforce Management Team Lead

Jobgether; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Remote work within the United States

Annual bonus opportunity

Career development opportunities

Meaningful impact on customers

Inclusive culture

Accessibility in recruitment

Job summary

Jobgether is listing an opportunity for a Workforce Management Team Lead based in the United States. The role blends people leadership with hands-on technical skills in time and attendance technology, with a focus on delivering superior customer outcomes in a remote setting.

You will guide a specialist support team, manage escalations, and collaborate with Product, Development, and Customer Success to improve processes and case quality.

Qualifications

• Experience in time and attendance or time and labour tech within a software company or payroll provider.
• 2+ years in customer service or technical support, including issue investigation.
• Experience mentoring or guiding colleagues in a technical support setting.
• Understanding of how timekeeping affects payroll; HR expertise not required.
• Salesforce CRM familiarity (Salesforce Service Cloud).
• Two years of college-level study in CS/IT or equivalent experience.
• Nice-to-have: C# scripting; APIs, automation, integrations, networking, or time-clock hardware.

Responsibilities

• Lead the Technical and Scripting Support Team, coordinate workloads and guide analysts.
• Own escalations and ensure SLAs are met with high-quality support.
• Investigate and resolve complex issues in workforce management software, APIs, and hardware.
• Scope, test, and deliver custom scripting requests using a proprietary language.
• Improve case documentation in Salesforce Service Cloud and ensure proper follow-up.
• Collaborate with Product, Development, and Customer Success to drive improvements.

Skills

Time & attendance

Customer support leadership

Salesforce Service Cloud

Scripting knowledge

Education

Two years of college-level study in CS/IT

Tools

APIs

Time-clock hardware

Networking

SaaS integrations

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Workforce Management Team Lead based in the United States.

The Workforce Management Team Lead will guide a specialist technical support team responsible for workforce management solutions, combining people leadership with hands-on technical expertise. This remote opportunity is ideal for someone with a strong background in time and attendance technology who enjoys solving complex customer challenges while developing others. You will oversee daily support operations, manage escalations, and ensure service standards are consistently met. The role also involves scripting, software troubleshooting, defect investigations, and collaboration with Product, Development, and Customer Success teams. By improving technical processes, case quality, and team capabilities, you will help deliver better customer outcomes and strengthen the overall support experience. It offers the opportunity to grow as a leader without losing touch with technical problem-solving.

Accountabilities

• Team Leadership and Development: Lead the Technical and Scripting Support Team on a day-to-day basis, coordinating workloads, setting priorities, providing technical direction, and coaching analysts through feedback, case reviews, and hands-on guidance.


• Customer Escalations and Service Delivery: Serve as the first point of escalation for complex or high-impact customer issues, helping the team meet agreed service-level agreements (SLAs) and maintain high standards of customer support.


• Technical Troubleshooting: Investigate and resolve complex issues involving workforce management software, time-clock hardware, APIs, networking, and third-party integrations. Translate customer requirements into practical technical solutions.


• Scripting and Custom Solutions: Scope, prioritize, test, and deliver custom scripting requests. Write and review code using a proprietary scripting language while supporting the development of reliable, effective solutions.


• Case Management and Quality: Improve case quality and documentation within Salesforce Service Cloud, ensuring investigations, resolutions, and follow-up actions are accurately recorded.


• Bug Triage and Product Collaboration: Lead the investigation, documentation, and prioritization of potential software defects, working closely with Development to move issues toward resolution.


• Cross-Functional Coordination: Partner with Product, Development, Customer Success, and Professional Services teams to address recurring problems, improve products, and enhance customer outcomes.


• Performance Reporting: Use Salesforce reports and dashboards to monitor service levels, case backlogs, escalations, support quality, and customer outcomes.


• Knowledge and Process Improvement: Develop reusable documentation, knowledge resources, and working practices that strengthen technical capability and improve support consistency.


• On-Call Support: Participate in the team's holiday and weekend on-call rotation.

Requirements

• Essential experience in time and attendance or time and labour technology, gained within a software company, workforce management provider, payroll service provider, or a related business.


• At least 2 years of experience in customer service or technical support, including investigating and resolving technical issues.


• Previous experience leading, mentoring, or providing senior-level guidance to colleagues in a technical support environment.


• Understanding of how timekeeping, attendance, and labour management processes affect payroll. In-depth payroll or HR expertise is not required.


• Working knowledge of Salesforce CRM or Salesforce Service Cloud.


• Strong analytical and troubleshooting skills, with the ability to investigate complex technical and customer problems.


• Clear written and verbal communication skills, with confidence working across customers, channel partners, and technical teams.


• Ability to manage competing priorities while remaining actively involved in technical problem-solving.


• Two years of college-level study in Computer Science, IT, or a related discipline, or equivalent education and professional experience.


• Additional valuable skills and experience:
  
  
  
  • Programming or scripting experience, particularly with C#.
  
  
  • Knowledge of APIs, automation, software integrations, networking, or time-clock hardware.
  
  
  • Familiarity with SaaS platforms, scheduling, leave and accrual tracking, or payroll integrations.
  
  
  • Experience with workforce management platforms; familiarity with specific products in the portfolio is an advantage but not required.
  
  
  
  


• Location and working hours: This is a remote position in the United States. Candidates based in the Central or Mountain time zones are preferred, although Eastern and Pacific time zones may also be considered. Working hours are aligned to the relevant time zone:
  
  
  
  • Eastern: 11 a.m.-8 p.m.
  
  
  • Central: 10 a.m.-7 p.m.
  
  
  • Mountain: 9 a.m.-6 p.m.
  
  
  • Pacific: 8 a.m.-5 p.m.
  
  
  
  

Benefits

• Base salary: USD $70,000-$80,000 per year.


• Annual bonus: 7% bonus opportunity.


• Remote work: Flexibility to work remotely within the United States.


• Career development: Ongoing learning and opportunities for professional growth.


• Meaningful impact: The opportunity to improve customer experiences and contribute to workforce management solutions used by organizations worldwide.


• Inclusive culture: A workplace that values diversity, belonging, and individual contributions.


• Accessibility: Adjustments and accommodations are available throughout the recruitment process.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

Why Apply Through Jobgether?

Data Privacy Notice

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.