Team Lead, Customer Experience at Multiplier Technologies Private Limited
India
<p dir="auto"><span style="color: rgb(34, 34, 34)"><strong>About us:</strong></span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">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.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">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. </span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">We’re backed by some of the best in the business, <em>(Sequoia, DST, and Tiger Global),</em> 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.</span></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>About The Role:</strong></span></h3><h3 dir="ltr"><span style="color: rgb(0, 0, 0)">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 high value enterprise and strategic 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.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Key Responsibilities:</strong></span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Lead & Manage:</strong> Build and guide a high-performing team of Global EOR and Payroll Support Specialists, ensuring KPIs and SLAs are met and exceeded.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Be the SME:</strong> Develop deep expertise in EOR and Payroll services through customer support interactions and close collaboration with Product and Engineering.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Onboarding & Training:</strong> Design and lead onboarding and continuous learning programs to scale the team effectively.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Drive Operational Excellence:</strong> Analyze team performance, identify bottlenecks, and implement data-driven solutions for continuous improvement.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Empower the Team:</strong> Ensure your team is equipped with the tools, knowledge, and resources they need to support customers during product updates and releases.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Process Innovation:</strong> Collaborate with support leadership to refine operational procedures and implement best practices in support.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Customer-Centric Approach:</strong> Deliver insights and feedback to cross-functional teams to improve the product and reduce contact rate or resolution time.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Stakeholder Communication:</strong> Provide regular updates to executive leadership on team performance, project status, and strategic goals.</span></h3><p dir="auto"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>What We’re Looking For:</strong></span></h3><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Leadership Experience:</strong> 2+ years of proven experience leading customer support teams in high-growth, fast-paced environments—preferably within SaaS or startup ecosystems.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>EOR Domain Knowledge:</strong> Familiarity with Employer of Record (EOR) services is a strong advantage, along with a solid grasp of global employment and compliance operations.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Operational Expertise:</strong> Deep understanding of B2B support processes, systems - Salesforce/Zendesk/Tableau, and service operations, with a passion for delivering scalable support solutions.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Remote Team Management:</strong> Demonstrated success in managing distributed or remote-first teams across multiple time zones, with a focus on communication, accountability, and collaboration.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Performance & SLA Management:</strong> Track record of meeting and exceeding SLAs and performance metrics through effective team leadership and data-driven decision-making.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Training & Quality Programs:</strong> Experience designing and implementing training programs, quality assurance processes, and structured performance evaluation frameworks.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Analytical Thinking:</strong> Strong problem-solving skills with the ability to analyze performance data, identify trends, and implement targeted improvements.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Communication Skills:</strong> Exceptional written and verbal communication skills with the ability to influence cross-functional stakeholders and articulate complex issues clearly.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Attention to Detail:</strong> High level of accuracy and organizational skills, with the ability to handle sensitive information discreetly and professionally.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Customer-Centric Mindset:</strong> Deep commitment to delivering outstanding customer experiences through proactive and empathetic support.</span></p></li></ul>
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