Team Lead, Implementation & Support
Location: Freehold, NJ (On-site)
Salary: $85,000–$95,000
VCS HR is seeking a hands-on Team Lead, Implementation & Support to lead our team while remaining actively engaged with customers every day. This is a customer-facing role for someone who enjoys solving problems, supporting employees, and taking ownership of customer issues from start to finish.
Key Responsibilities
- Work directly with customers on implementation, support, troubleshooting, and ongoing needs.
- Serve as the primary escalation point for complex or high-priority customer issues.
- Own escalated issues through resolution and ensure timely customer communication and follow-up.
- Provide daily guidance, coaching, and support to the Implementation & Support team.
- Help prioritize workloads, monitor deadlines, and ensure customer commitments are met.
- Participate in customer calls, implementation meetings, and troubleshooting sessions.
- Partner with Development, Product, and other internal teams to resolve issues.
- Identify recurring issues and recommend process and service improvements.
- Step in and assist the team with customer and implementation work as needed.
- Lead by example in customer service, communication, accountability, and problem-solving.
Qualifications
- 4+ years of experience in software implementation, customer support, SaaS, payroll/HR technology, or a related field.
- Previous team lead or mentoring experience preferred.
- Strong customer service and communication skills.
- Excellent problem-solving and troubleshooting abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong follow-through and ownership of customer issues.
- Experience with payroll, HRIS, workforce management, or related technology is a plus.
This is a working Team Lead position—not a desk-only management role. The successful candidate will be actively involved with customers and the team on a daily basis.
Benefits
VCS offers a competitive compensation package including:
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid Time Off and company holidays
- Life and disability insurance
- Professional development opportunities
- Collaborative, team-oriented work environment
VCS is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.
Pay: $85,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
