Customer Support Technical Pod Lead

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally. About The Opportunity The Customer Support Technical Pod Lead is responsible for overseeing the daily operations of their support pod, including managing ticket assignments, monitoring workflow, handling escalations, and addressing operational queries. They ensure the team meets its objectives while maintaining high standards of service for their community of clients. In partnership with their manager, the Pod Lead identifies and addresses any performance gaps, ensuring team members achieve the metrics and success criteria established for their client portfolio. This role requires a hands-on leader who can guide, mentor, and coach members of the support team, fostering a customer-focused and high-performance culture. The ideal candidate combines strong technical knowledge with exceptional interpersonal and customer service skills, leading by example even under pressure. Success in this role requires adaptability, composure, and the ability to thrive in a fast-paced, dynamic environment. What You’ll Get To Do

• Serve as a customer ambassador, delivering an exceptional support experience and promoting a customer-first mindset.
• Coach and mentor team members in resolving complex or non-routine customer issues, fostering collaboration and teamwork.
• Ensure the team utilizes best-in-class tools, resources, and training (e.g. Confluence, Fetch, KB’s, Cerebro) to support customers effectively.
• Monitor support activities proactively, following up to ensure service levels and team objectives are consistently met.
• Identify opportunities for process improvements and develop strategies to enhance team efficiency and service quality.
• Manage and prioritize customer escalations, engaging directly with customers as needed to ensure timely resolution and appropriate follow-up.
• Collaborate with peers and other internal teams to share best practices and resolve cross-functional issues.

Skills And Experience We Value

• Degree, diploma, or equivalent experience in a software-related field.
• Minimum of 5 years’ experience in customer or technical support, including 1–2 years in a senior analyst, lead, or supervisory role.
• Strong hands-on skills in software analysis, troubleshooting, and problem-solving.
• Excellent verbal and written communication skills, with a strong customer-focused mindset.
• Proven experience in coaching and training team members, with deep expertise in Dayforce and HCM systems.
• Self-motivated, adaptable and able to switch between roles, duties, and tasks, and work independently with minimal supervision.
• Exceptional time management and organizational skills.
• Ability to leverage data effectively to inform decisions that align with business objectives and organizational culture.
• Proficiency in SQL and a solid understanding of relational database systems.
• Problem Resolution: Accurately assess and resolve customer issues, ensuring their satisfaction and providing timely solutions.

At Dayforce, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We encourage applications from Aboriginal and Torres Strait Islander peoples, as well as individuals of all ages, genders, sexual orientations, cultural backgrounds, abilities, and experiences. If you require support or accessibility accommodations during the recruitment process, please let us know, and we will ensure your needs are met. All data collected from this question will only be accessible by the DE&I team. No one from recruitment can view this data