Customer Service Team Lead

As a global hiring revolution, Multiplier is committed to shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale. Backed by industry leaders like Sequoia, DST, and Tiger Global, we are scaling fast and seeking brilliant like-minded enthusiasts to join our team. Join us in creating a level playing field where businesses and individuals like you can compete, grow, and succeed, regardless of geography. In the role at Multiplier, you will have the opportunity to: - Design and lead onboarding and continuous learning programs to scale the team effectively. - Analyze team performance, identify bottlenecks, and implement data-driven solutions for continuous improvement. - Ensure your team is equipped with the tools, knowledge, and resources they need to support customers during product updates and releases. - Collaborate with support leadership to refine operational procedures and implement best practices in support. - Deliver insights and feedback to cross-functional teams to improve the product and reduce contact rate or resolution time. - Provide regular updates to executive leadership on team performance, project status, and strategic goals. To be successful in this role, we are looking for individuals with the following 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 like 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. Join Multiplier in building the future of global hiring together.,