Partner Support Team Lead

isolved•,

3d•Onsite

About The Position

The Partner Support Team Lead provides expert-level technical support to our Certified Network Partners (CNPs), including service bureaus, ASOs, and PEOs, while serving as a lead resource for the Partner Support team. This role bridges day-to-day case work with peer coaching, process ownership, and quality oversight. The Partner Support Team Lead is a trusted escalation point for complex issues, a driver of team consistency, and a key contributor to the continuous improvement of the partner support function.

Requirements

4-year degree or equivalent business experience preferred, or equivalent combination of education and experience.
Proven track record in a customer-facing technical support role, ideally supporting partners or service bureau clients.
Expert-level knowledge of isolved People Cloud across multiple functional areas (e.g., Benefits, Time, Payroll, HR).
Demonstrated ability to lead, coach, and develop peers in an informal or formal capacity.
Strong analytical and problem-solving skills with the ability to identify root causes and drive systemic improvements.
Excellent written and verbal communication skills, including the ability to present complex information clearly to both technical and non-technical audiences.
High degree of accuracy, attention to detail, and accountability for quality outcomes.

Nice To Haves

CPP certification preferred.

Responsibilities

Serve as the primary escalation point for complex or high-priority CNP cases, providing guidance to team members and ensuring timely resolution.
Maintain a personal case load while modeling quality, responsiveness, and professionalism in every CNP interaction.
Act as a day-to-day team lead, coordinating workload distribution and supporting team members in prioritizing and resolving cases effectively.
Demonstrate expert-level knowledge of isolved People Cloud platform configuration across both ASO and PEO environments, with deep knowledge in multiple functional areas.
Identify trends in CNP case volume and case types; surface recurring issues to leadership with recommendations for process or product improvements.
Assist in onboarding and developing new Partner Support Specialists by sharing knowledge, providing feedback, and contributing to training materials.
Create and maintain internal documentation, SOPs, and best practice guides for the team.
Lead or participate in CNP-facing meetings related to complex issue resolution, new product releases, or strategic partner relationships.
Collaborate cross-functionally with Product, Implementation, and other isolved teams to resolve systemic issues and share partner feedback.
Monitor team adherence to SLAs, quality standards, and Support Core Values - Accountability, Collaboration, and Trust.
Support the Partner Support leadership team in special projects, process improvement initiatives, and team communications as needed.