The Team Lead supports a regional team of Implementation Managers (IMs) and

Project Managers (PMs), with a focus on process adherence, enablement, and

performance monitoring.

Acting as the first escalation point for Employer of Record

(EOR) clients, this role ensures a consistent, high-quality onboarding experience

while supporting the development and growth of the team.

This role is critical in bridging day-to-day execution with process improvements and

team enablement to strengthen delivery consistency and client satisfaction.

What you'll do:

• Provide coaching and real-time support to IMs and PMs to help them develop

  their skills and resolve blockers. Lead onboarding and training for new hires.

• Own the communication and rollout of updates, enhancements, and process

  changes across the team.

• Serve as the first escalation point for EOR client issues, resolving them

  promptly and coordinating internally as needed.

• Track key implementation metrics such as SLA adherence, ticket aging, and

  case closures. Drive initiatives to improve performance and outcomes.

• Ensure team adherence to implementation best practices, documentation

  standards, and operational procedures.

• Act as a liaison with key stakeholders in Product, Payroll Operations, Legal,

  Sales, and RFP teams to unblock issues and advocate for the client

  experience.

What you'll bring:

• 3–5 years of experience in client onboarding, implementation, or project

  delivery, preferably in SaaS, HR tech, or EOR

• Experience mentoring or supporting junior team members, ideally in a team

  lead or informal leadership role

• Strong problem-solving and communication skills, with a proactive and client-

  first mindset

• Comfortable navigating ambiguity and prioritizing in a fast-paced, cross-

  functional environment

• Familiarity with EOR, payroll, global onboarding, or HRIS systems

• Experience using Salesforce, Jira, or other workflow/ticketing systems

• Strong understanding of SLAs and service delivery metrics