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File Build, Team Lead

Payroc -
Remote

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Job Details

Full-time

Benefits

Health insurance

Qualifications

Optimizing workflow processes
Team member evaluation
Coaching
Performance feedback (performance evaluation method)
Mid-level
Incident Escalation
Quality assurance experience within IT
Team development
Salesforce Cloud
Policy & process development
Professional development support
Confluence
Task prioritization
Decision making
Team training
Customer support ticket management
Mentoring
Resolving technical support tickets
Leading team collaboration initiatives
Progress management
CRM system proficiency
Business operations
Online help documentation
Escalation handling
Continuous process improvement (CPI)
Communication skills

Full Job Description

Title

File Build, Team Lead

VAR and File Build

Reports to

File Build, Manager

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

The File Build Team Lead is responsible for overseeing and maintaining all aspects of the File Build Department. The File Build Team Lead will manage and assign daily workloads to File Build Specialists through file build ticket requests and Salesforce cases. This role requires maintaining excellent knowledge of Payroc’s portfolio of products and services to ensure all aspects of file build operations are handled efficiently and effectively.

Duties and Responsibilities

Complete daily team quality assurance checks in partnership with the File Build Manager.
Direct the team to ensure all daily tasks are completed accurately and on time.
Assign deployment tickets to team members on a daily basis.
Assign Salesforce cases to team members and monitor progress.
Act as an escalation point for complex file build and deployment issues.
Assist the Deployment team with troubleshooting terminals when required.
Create and maintain Confluence pages for new devices, processes, and procedures.
Develop clear and structured documentation that can be easily maintained by the team.
Maintain effective communication with internal departments regarding ongoing file build issues and requests.
Manage agent demo requests for both physical and virtual file build setups.
Conduct annual performance reviews for File Build Specialists.
Identify opportunities for process improvements and operational efficiencies.
Support the training and development of team members.

Qualifications

Confident and enthusiastic leader.
Previous experience in a customer service, operations, technical support, or payments environment.
Excellent verbal and written communication skills.
Strong attention to detail and accuracy.
Ability to manage workload effectively and prioritise competing demands.
Strong problem-solving and decision-making skills.
Proactive approach to continuous improvement.
Experience coaching, mentoring, or supporting team members preferred.
Experience with Salesforce, Confluence, or similar systems preferred.

Working Conditions

Remote: Illinois, US
Hours: Monday – Friday; 8:30 AM – 5:00 PM (CST)

Job Classification

Exempt: This role is classified as exempt under the Fair Labor Standards Act (FLSA). As an exempt employee, you will be paid a salary and are not eligible for overtime pay.

Equality

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing a work environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national or ethnic origin, sex, age, disability, sexual orientation, gender identity, or any other status protected by applicable laws.

Payroc does not tolerate discrimination or harassment of any kind. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programmes, and activities. To request a reasonable accommodation, please contact the Human Resources Department at [email protected].

Compensation and Benefits

Our compensation reflects the cost of labour across several U.S. geographic markets. Actual compensation may vary based on location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation, such as bonuses, incentives, or equity, may also be included as part of the total compensation package.

We offer a comprehensive range of benefits designed to support your overall wellbeing, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us.

This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept résumé submissions from agencies outside of existing agreements. Please do not send unsolicited résumés to Payroc HR or Payroc employees. Payroc is not responsible for any fees associated with unsolicited résumé submissions.

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About Payroc

Position Overview

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Equality

Note to Agencies

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