Lead Technical Support Ops in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Technical Support Ops based in the United States.

This role offers the opportunity to lead and develop a high-performing technical support team within a fast-growing technology environment.
You will provide guidance, coaching, and operational support to specialists while ensuring exceptional customer experiences.
The position plays a key role in improving support processes, resolving complex client challenges, and driving service excellence.
You will collaborate closely with cross-functional teams to identify improvements, deliver training, and enhance operational efficiency.
This is a leadership opportunity for someone passionate about mentoring teams and optimizing support operations.
The ideal candidate combines technical problem-solving skills with strong communication and people leadership abilities.

The Lead Technical Support Ops professional will oversee daily team operations while ensuring support specialists have the guidance, resources, and coaching needed to succeed. The role requires strong leadership, problem-solving, and collaboration skills to maintain high service standards and continuously improve team performance.

• Supervise and support assigned technical support specialists, ensuring effective daily operations and delivery of quality service.
• Provide coaching, mentoring, training, and performance feedback to help team members develop their skills and achieve goals.
• Conduct regular team meetings, one-on-one sessions, and communication updates to align priorities and share important information.
• Act as the first escalation point for complex client issues, providing expertise and guidance to resolve challenging cases.
• Partner with leadership to monitor escalated customer concerns and ensure timely, effective resolutions.
• Analyze operational reports and performance data to identify improvement areas, training needs, and process optimization opportunities.
• Maintain a strong understanding of service standards, procedures, and support best practices to ensure consistent customer experiences.
• Collaborate with Product, Technology, Learning & Development, and other departments to support product updates, process changes, and team enablement.
• Assist with employee performance discussions and provide recommendations to improve team effectiveness and professional development.

The ideal candidate has experience supporting HR, payroll, or HCM technology solutions and demonstrates strong leadership capabilities. This role requires a combination of technical knowledge, customer support expertise, analytical thinking, and the ability to manage multiple priorities in a fast-paced environment.

• Minimum of 2 years of experience working with payroll and Human Capital Management (HCM) systems.
• Bachelor’s degree preferred.
• Strong understanding of wage garnishments and related compliance processes preferred.
• Previous team leadership, supervisory, or mentoring experience is highly valued.
• Proficiency with Microsoft Excel, including data imports, reporting, and table formatting.
• Strong knowledge of Microsoft Office applications and the ability to navigate multiple software systems simultaneously.
• Ability to perform basic technical troubleshooting and work with relational databases.
• Excellent communication, organization, and problem-solving skills with a customer-focused mindset.
• Ability to analyze performance data, identify trends, and recommend improvements.
• Comfortable working remotely while maintaining collaboration and accountability across teams.

• Competitive base salary range of $65,000 - $75,000, depending on skills, experience, and qualifications.
• Fully remote work opportunity within the United States.
• Comprehensive healthcare coverage, including medical, dental, and vision insurance.
• Life and disability insurance benefits.
• 401(k) retirement plan with company match.
• Career development opportunities, training programs, and professional growth support.
• Employee-focused culture that values collaboration, inclusion, and innovation.
• Benefits and perks designed to support employees, their families, and overall financial well-being.