Rise to the challenge
Rise is Canada's complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.
At Rise, we're changing how work happens and how people work. We'd love for you to join us and experience the most positive, challenging, and transformative part of your career.
About the role
Thousands of Canadian businesses rely on Rise every month to pay and manage their people. When something is time-sensitive and needs to be right the first time — a payroll that won't post, a remittance question, a compliance deadline — they come to our Client Support team.
Support is a fast-paced, heavy context-switching environment. We're looking for a hands-on Team Lead, Client Support, who leads from inside the queue. This means coaching in the thread, owning the hardest escalations, and keeping response times sharp while the work stays accurate. You'll report to the Director, Client Experience and own the day-to-day rhythm of a small team of support specialists.
The day-to-day
Work tickets alongside your team every day. You're one of the most active people in the queue.
Be the first point of escalation for your team, and own the hardest, most sensitive cases end-to-end, including direct client calls when a payroll or compliance issue can't wait.
Triage and prioritize by urgency so nothing time-critical slips. A blocking payroll issue is not a Monday problem.
Manage, coach, and develop a team of support specialists through consistent 1:1s, training, and feedback.
Own performance management for your team, including structured plans and follow-through.
Have input into hiring, and help onboard and ramp new team members.
Use AI tools to accelerate resolution and expand what the team can handle.
Track the metrics that matter (first-response time, time in queue by priority, reopen rate, CSAT) and report on your team's performance weekly.
Partner with Product and Engineering to eliminate recurring issues at the root.
About you
3+ years in customer or client support, with experience leading, mentoring, or coaching others.
A PCP (Payroll Compliance Professional) certification is required, or a willingness to become PCP-certified (which Rise will pay for).
Experience in payroll, HR tech, fintech, or similar regulated SaaS. You know why a missed remittance can't wait until Monday.
You thrive in a reactive, high-volume environment and stay calm and clear when a client is stressed and a deadline is looming.
Strong triage instincts. You can look at a full queue and know what needs to be worked on first.
Player-coach mentality. You're happy to carry the ticket load while developing the people around you.
Comfortable with performance management, including structured plans and follow-through.
Comfortable adopting AI tools to speed up resolution and expand team output.
Bonus: Bilingual proficiency in French and English.
What Rise offers
Rise is all about creating a positive company culture, both for our clients and our employees. We believe that happiness isn't the cause of employee engagement; it's the result.
The base salary for this position is $60,000 - $75,000, depending on experience, plus stock options.
We offer a remote work environment. On occasion, we may meet as a team or one-on-one in person.
Rise believes that time off is just as important as time spent working. We offer 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary.
We support your growth with a personal $1,000 learning and development budget to take courses, attend conferences, webinars, you name it!
We offer no-wait benefits. This means that starting your first day, you have access to our comprehensive benefits package, which includes dental, eye care, and $2,000 in counselling coverage, among many other great health benefits.
At Rise, we care more about where you're headed, not where you've been. We encourage people of all ages, backgrounds, identities, and orientations to apply.
