Workforce Management Team Lead

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.