Workforce Management Team Lead

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.

• 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.

• 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…