Why Work Here
isolved is a U.S.-headquartered HCM technology company based in Charlotte, North Carolina, with teams across the U.S., LATAM, and India. Our Hyderabad team is a core part of our global operations, not a support function.
We're recognized for both scale and quality, serving over 7 million employees and ranked #1 for Payroll, HRMS, Benefits, Onboarding, and Time by Sapient Insights. We've also been named a Top Place to Work in the U.S.
We offer competitive compensation, comprehensive benefits, and a supportive inclusive work environment with real opportunities to grow as we continue scaling in India.
If you're looking for stability, global exposure, and meaningful impact work, we'd love to connect.
Job Description
The Customer Support Manager is responsible for leading the day-to-day operations of the support team to ensure a high level of service, accuracy, and timeliness. This role oversees team performance, monitors customer interactions, manages escalated issues, and ensures representatives stay informed on product and process updates. You'll provide coaching, set goals, and support ongoing development to maintain strong performance and employee engagement. In this role you will also partner with leadership on hiring decisions and work closely with other teams to meet service and quality objectives.
Core Job Duties
- Lead daily team activities to ensure all work is completed on time, with strong attention to detail and quality standards.
- Monitor and review calls and written correspondence between representatives and customers.
- Manage escalated issues and provide clear direction and resolution.
- Ensure representatives are informed about updates to company products, services, and processes.
- Develop staff by managing performance, setting goals, providing ongoing training, and maintaining strong employee relationships.
- Participate in the interview process with the Senior Customer Support Manager.
- Supervise professional and support staff, providing guidance to meet schedules and resolve issues.
- Analyze issues that require review of relevant data and factors, and exercise judgment within established policies and procedures.
- Communicate regularly with supervisors and peer groups, including presenting information related to projects or schedules.
- Administer company policies that affect team members and recommend improvements when appropriate.
Minimum Qualifications
- High school diploma or equivalent.
- 3–4 years of experience in a high-volume payroll or customer-facing support environment.
- Knowledge of federal and multi-state payroll and benefits laws.
- 1+ year of leadership or management experience.
- Strong leadership, interpersonal, and customer service skills.
- Strong working knowledge of computer applications such as Microsoft Outlook, Word, Excel, and PowerPoint.
Additional Qualifications (Nice To Haves)
- Bachelor's degree in Business Administration or Human Resources
- CPP, FPC, or CEBS certification
- Experience supervising professional or support teams in a high-volume service environment.
About Isolved
isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology.
Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management, and engagement management functions.
No matter the industry, we help high-growth organizations employ, enable, and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.
EEO Statement
isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.
Disability Accommodation
Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
