File Build, Team Lead

Role Description

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.

• 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

• 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 View email address on remotive.com.

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.