[Hiring] Team Lead, Client Support @rise

Role Description

Thousands of Canadian businesses rely on Rise every month to pay and manage their people. When something is time-sensitive and needs to be right the first time — a payroll that won't post, a remittance question, a compliance deadline — they come to our Client Support team.

Support is a fast-paced, heavy context-switching environment. We're looking for a hands-on Team Lead, Client Support, who leads from inside the queue. This means:

• Coaching in the thread
• Owning the hardest escalations
• Keeping response times sharp while the work stays accurate

You'll report to the Director, Client Experience and own the day-to-day rhythm of a small team of support specialists.

The day-to-day includes:

• Working tickets alongside your team every day
• Being the first point of escalation for your team
• Owning the hardest, most sensitive cases end-to-end
• Triage and prioritize by urgency
• Managing, coaching, and developing a team of support specialists
• Owning performance management for your team
• Having input into hiring and onboarding new team members
• Using AI tools to accelerate resolution
• Tracking key metrics and reporting on your team's performance weekly
• Partnering with Product and Engineering to eliminate recurring issues

Qualifications

• 3+ years in customer or client support
• Experience leading, mentoring, or coaching others
• A PCP (Payroll Compliance Professional) certification is required, or a willingness to become PCP-certified
• Experience in payroll, HR tech, fintech, or similar regulated SaaS
• Thrive in a reactive, high-volume environment
• Strong triage instincts
• Player-coach mentality
• Comfortable with performance management
• Comfortable adopting AI tools to speed up resolution
• Bonus: Bilingual proficiency in French and English

Benefits

• Base salary of $60,000 - $75,000, depending on experience, plus stock options
• Remote work environment with occasional in-person meetings
• 3 weeks of paid vacation, flexible personal wellness days, and one day off for your birthday and work anniversary
• $1,000 learning and development budget for courses, conferences, webinars, etc.
• No-wait benefits starting your first day, including dental, eye care, and $2,000 in counselling coverage