RemoFirst is a remote-first company that provides global payroll and compliance for remote teams. The Global Support Team Lead will manage and support a team of Global Support Specialists, providing expert-level support delivery and coordination, and leading a high-performing team to ensure high-quality service delivery and operational excellence.
Requirements
- 3+ years of experience in a fast-paced Customer Support or Technical Support role, specifically dealing with complex, multi-faceted inquiries.
- 1+ years of experience in a formal or informal leadership role (e.g., Team Lead, Subject Matter Expert, Senior Specialist) with exposure to escalation management or cross-functional coordination.
- Proven ability to partner effectively with Customer Success and other cross-functional teams to resolve shared client issues.
- Deep operational knowledge and proven ability to act as a Subject Matter Expert for complex support processes.
- Strong analytical skills with the ability to use data (e.g., Zendesk, its applications & reporting dashboards) to manage team performance, analyze queue health, and identify root causes.
- Excellent written and verbal communication skills with a proven ability to manage sensitive internal interactions and communicate complex technical or compliance concepts clearly.
- Highly organized, proactive, and resilient, with an ability to thrive in an environment of rapid growth and change.
Benefits
- Competitive compensation
- 100% remote work
- Generous PTO policy
- Days off are based on the local laws of the home country
