Multiplier

3 days ago

Team Lead, Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead a team of Global EOR and Payroll Support Specialists to deliver exceptional service for enterprise customers. Own KPI and SLA performance, act as the EOR/Payroll SME, and design onboarding and continuous learning to scale the team. Use performance analytics to remove bottlenecks and improve processes, while coordinating with Product and Engineering. Provide executive updates and customer-driven insights to reduce resolution time and contact rates.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Build and lead a high-performing team of Global EOR and Payroll Support Specialists to meet KPIs and SLAs.
•Develop subject-matter expertise in EOR and Payroll through customer interactions and collaboration with Product and Engineering.
•Design onboarding and ongoing learning programs to scale team effectiveness.
•Analyze team performance and identify bottlenecks to implement data-driven improvements.
•Provide regular executive updates on team performance, project status, and strategic goals.

Key Requirements

•2+ years leading customer support teams in high-growth, fast-paced environments, preferably SaaS or startups.
•Strong familiarity with Employer of Record (EOR) services and global employment/compliance operations.
•Deep B2B support operational expertise, including systems such as Salesforce, Zendesk, and Tableau.
•Demonstrated ability to manage distributed or remote-first teams across multiple time zones.
•Proven performance with SLAs/KPIs, plus experience designing training, quality, and structured evaluation programs.

Experience:SaaSStartupB2B supportGlobal employment

Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingCustomer-centric mindset

Tech Stack:SalesforceZendeskTableauEORPayrollGlobal PayrollAOR

Company Brief

Multiplier

Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor

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Multiplier

3 days ago

Team Lead, Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Build and lead a high-performing team of Global EOR and Payroll Support Specialists to meet KPIs and SLAs.
•Develop subject-matter expertise in EOR and Payroll through customer interactions and collaboration with Product and Engineering.
•Design onboarding and ongoing learning programs to scale team effectiveness.
•Analyze team performance and identify bottlenecks to implement data-driven improvements.
•Provide regular executive updates on team performance, project status, and strategic goals.

Key Requirements

•2+ years leading customer support teams in high-growth, fast-paced environments, preferably SaaS or startups.
•Strong familiarity with Employer of Record (EOR) services and global employment/compliance operations.
•Deep B2B support operational expertise, including systems such as Salesforce, Zendesk, and Tableau.
•Demonstrated ability to manage distributed or remote-first teams across multiple time zones.
•Proven performance with SLAs/KPIs, plus experience designing training, quality, and structured evaluation programs.

Experience:SaaSStartupB2B supportGlobal employment

Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingCustomer-centric mindset

Tech Stack:SalesforceZendeskTableauEORPayrollGlobal PayrollAOR

Company Brief

Multiplier

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor