Customer Support Team Lead

About us:

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.

Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we're creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.

Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.

We're backed by some of the best in the business,
(Sequoia, DST, and Tiger Global),
are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let's build it together.

About The Role:

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 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.

Key Responsibilities:

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.

What We're Looking For:

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