[Hiring] Team Lead, Customer Experience @Multiplier Technologies Private Limited

Role Description

We’re looking for a passionate and experienced Team Lead – Global EOR/Payroll Support to guide a team of specialists responsible for delivering exceptional support to our high value enterprise and strategic customers. In this role, you'll become a subject matter expert in EOR and Payroll services, helping your team navigate customer issues, streamline processes, and drive operational excellence.

• Lead & Manage: Build and guide a high-performing team of Global EOR and Payroll Support Specialists, ensuring KPIs and SLAs are met and exceeded.
• Be the SME: Develop deep expertise in EOR and Payroll services through customer support interactions and close collaboration with Product and Engineering.
• Onboarding & Training: Design and lead onboarding and continuous learning programs to scale the team effectively.
• Drive Operational Excellence: Analyze team performance, identify bottlenecks, and implement data-driven solutions for continuous improvement.
• Empower the Team: Ensure your team is equipped with the tools, knowledge, and resources they need to support customers during product updates and releases.
• Process Innovation: Collaborate with support leadership to refine operational procedures and implement best practices in support.
• Customer-Centric Approach: Deliver insights and feedback to cross-functional teams to improve the product and reduce contact rate or resolution time.
• Stakeholder Communication: Provide regular updates to executive leadership on team performance, project status, and strategic goals.

Qualifications

• 2+ years of proven experience leading customer support teams in high-growth, fast-paced environments—preferably within SaaS or startup ecosystems.
• Familiarity with Employer of Record (EOR) services is a strong advantage, along with a solid grasp of global employment and compliance operations.
• Deep understanding of B2B support processes, systems - Salesforce/Zendesk/Tableau, and service operations, with a passion for delivering scalable support solutions.
• Demonstrated success in managing distributed or remote-first teams across multiple time zones, with a focus on communication, accountability, and collaboration.
• Track record of meeting and exceeding SLAs and performance metrics through effective team leadership and data-driven decision-making.
• Experience designing and implementing training programs, quality assurance processes, and structured performance evaluation frameworks.
• Strong problem-solving skills with the ability to analyze performance data, identify trends, and implement targeted improvements.
• Exceptional written and verbal communication skills with the ability to influence cross-functional stakeholders and articulate complex issues clearly.
• High level of accuracy and organizational skills, with the ability to handle sensitive information discreetly and professionally.
• Deep commitment to delivering outstanding customer experiences through proactive and empathetic support.