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RemoFirst provides Global payroll and compliance for remote teams. We believe in Freedom of Work. To do this, we empower Employers to be free from geographical boundaries and state lines, and we allow employees to be free to pursue opportunities wherever they may exist.

We work with a global network of Employer of Record (EOR) partners to deliver our services. RemoFirst was founded in 2021, remote‑first since the very beginning. We believe in people, excellence, and delivery. To read more, please visit our website.

About The Role

Were looking for an experienced, highly driven, and empathetic Team Lead to manage and support a team of Global Support Specialists. This is a critical player‑coach role where your time will be equally split between actively managing complex technical cases and coordinating high‑priority client escalations (50% of your time), and leading a high‑performing team of specialists (50%) to ensure high‑quality service delivery, operational excellence, and continuous performance improvement.

What youll do:

• Advanced Support & Escalation Coordination (50%) – Provide expert‑level support delivery and coordinate internal resources to assist Customer Success with client escalations.
• Expert Inquiry Management & Problem Solving – Handle a personal caseload of the most complex, high‑priority technical and operational inquiries, independently diagnose, troubleshoot and resolve issues related to global employment, compliance, payroll, and benefits.
• Client Escalation Coordination – Act as the Support Resource Lead for client escalations owned by Customer Success Managers (CSMs), triage, assign, and orchestrate cross‑functional investigation and resolution.
• Team Leadership, Operational Oversight & SME (50%) – Coach and develop a team of Global Support Specialists, manage performance, monitor and improve queue health, champion process improvements and support hiring and onboarding.

Experience:

• 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 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 to manage team performance, analyse 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.

Why work at RemoFirst?

• Startup environment – RemoFirst is an early‑stage start‑up. You have a voice and can influence and grow rapidly.
• Build & Scale From Scratch – Experience hyper‑growth scale and help us build a great team of professionals worldwide.
• Work for a Market Leader – Scale projects for Microsoft, Mastercard, and more.
• Competitive compensation, 100% remote, generous PTO policy, days off based on local laws.
• Culture built on respect, kindness, inclusion; we welcome your input to define culture further.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.