Partner Support Team Lead

Who We are:

At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.

We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for thousands of small business owners across Canada who rely on our payroll software to pay their employees and process their payroll taxes. And we’re just getting started.

We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.

If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The Role at High Level:

We’re looking for a talented Partner Support Team Lead who doesn’t shy away from tackling hard problems and interesting (well, most times) subjects like payroll and HR technology. In this role, you’ll lead the day-to-day operations of our Partner Support team, ensuring partners receive timely, accurate, and exceptional service while coaching and developing a high-performing support team. You will report directly to our Payroll Support Manager.

What You'll Be Expected To Own:

• Lead the day-to-day operations of the Partner Support team, ensuring partners and their clients receive timely, accurate, and high-quality support.

• Monitor team performance metrics such as response time, resolution time, and customer satisfaction, and take action to improve results.

• Provide coaching, feedback, and development support to team members through QA reviews, training, and regular 1:1s.

• Manage complex partner issues and customer escalations, ensuring prompt and effective resolution.

• Maintain and improve support processes, documentation, and workflows to drive efficiency and consistency.

• Collaborate with cross-functional teams and share partner insights to help improve the product and overall support experience.

What You Bring To The Table:

• PCP (Payroll Compliance Practitioner) certification

• 2+ years of experience processing multi-provincial Canadian payroll

• 2+ years of customer-facing experience, ideally in a SaaS or technology company

• Previous team leadership, mentoring, or supervisory experience

• Strong communication skills with the ability to explain complex payroll concepts clearly

• Comfortable working with cloud-based tools (Google Workspace, ticketing systems like Zendesk, etc.)

• Strong organizational and time management skills in a fast-paced environment

• A customer-first mindset with a passion for solving problems

Bonus points if:

• You have experience supporting partners, accountants, or bookkeepers

• You’ve worked in a high-volume payroll or SaaS support environment

• You have accounting knowledge or experience working closely with finance teams

• You have experience improving support workflows, documentation, or knowledge bases

• You’re comfortable using support data and analytics to drive team improvements
  

What We Bring To The Table:

Impact: Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.

Culture: The opportunity to work with the world’s friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).

Growth: Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.

Innovation: Work in an environment that encourages creativity and new ideas.

Remote: The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!

Ready to embark on an exciting journey with us? Apply now and help us build the future of Wagepoint!

Next Steps:

If all the above feels right and proper, please don’t feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know who you are, not just about how we can work together. If we believe you’re a good match, someone from our team will reach out to schedule a call.

Psssst!

Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on!). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require any special accommodation during our recruitment process, please let us know. We are more than happy to assist!

**This job posting is for an existing vacancy.

As part of our hiring process, AI-based tools are used to support the initial review of applications. Rest assured, our People Ops team carefully reviews all applications and makes the final decisions on candidate progression.