Support Team Lead FS2AP 

Location: Chicago Office or Remote, North America (US & Canada)

Employment Type: Full-time/Permanent

Travel: Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately up to 10%

Serrala is the global leader in finance process automation. For over 40 years, we have been advancing the office of the CFO with our award-winning suite of finance automation applications.  

Our solutions streamline all working capital-related processes, including Order to Cash, Procure to Pay, Cash Flow Management, and Treasury, across both cloud and SAP environments.  

Our 10+ hubs across Europe, North America, and India support over 2,800 clients worldwide, reflecting the trust we've built with a diverse global community. 

Join us as we lead the future of finance automation! 

About the role

The FS2 Accounts Payable (AP) Support Team Lead provides day‑to‑day leadership and operational oversight for a team of technical support professionals responsible for supporting FS2AP solutions. This role ensures consistent delivery of high‑quality customer support, strong team performance, and effective collaboration across departments.

The Team Lead is accountable for team engagement, operational health, escalation management, and continuous improvement. This role combines people leadership, technical expertise, and customer advocacy to drive customer satisfaction and support organizational objectives.

Your Day to Day:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core duties and responsibilities include (but are not limited to) the following:

Team Leadership & Operational Ownership

• Lead, mentor, and coach a team of technical support professionals supporting FS2 AccountsPayable solutions.
• Hiring and onboarding of new team members as needed
• Provide ongoing performance feedback, coaching, and development support; complete formal mid‑year and annual performance reviews.
• Identify performance risks early and partner with leadership and HR on improvement actions when necessary.
• Foster a collaborative, respectful, and accountable team environment.
• Conduct regular team meetings to review goals, operational priorities, performance trends, and challenges.
• Own day‑to‑day operational health for the team, including ticket backlog, aging, prioritization, and SLA adherence.
• Proactively identify risks to service delivery and escalate early with proposed mitigation plans.
• Approve PTO requests, travel and expenses in accordance with company policies.
• Identify opportunities for process improvements and efficiency gains within support operations.
• Partner with support leadership to implement and optimize workflows, tools, and operating procedures.
• Analyze support metrics and performance data, and regularly communicate insights, trends, and recommended actions to leadership.

Technical Expertise & Knowledge Readiness

• Act as a subject matter expert for FS2 AccountsPayable solutions, supporting the team with complex or high‑impact technical issues.
• Stay current on product updates, industry trends, and internal process changes relevant to FS2AP support.
• Ensure team readiness for product releases, system changes, and process updates through proactive knowledge sharing and training coordination.
• Contribute to and uphold support documentation and knowledge base standards.
• Collaborate effectively with other department leads (Product, Development, Consulting, Operational Excellence) to share knowledge, improve issue resolution, and strengthen overall product support.

Customer Service & Escalation Management

• Ensure the team consistently delivers timely, professional, and effective customer support.
• Monitor customer interactions and support trends to identify coaching, training, or process improvement needs.
• Serve as the primary point of contact for customer ticket escalations, whether raised directly by customers or internally by other departments.
• Facilitate and lead customer escalation meetings as needed, including recurring reviews of open issues and action plans.
• Drive issues through the formal escalation process when required, ensuring clear communication, ownership, and follow‑through.
• Collaborate with leadership to implement strategies that enhance customer satisfaction, transparency, and trust.

Cross‑Functional Collaboration & Accountability

• Act as the primary liaison between Support and cross‑functional teams (Product, Development, Consulting, Customer Success, Escalation Managers) for escalated issues and complex investigations.
• Coordinate root cause analysis efforts and ensure outcomes, commitments, and next steps are clearly tracked and communicated.
• Support department‑wide initiatives aimed at improving service quality, scalability, and cross‑team alignment.

Scope & Impact

• This role directly influences customer satisfaction, operational stability, and team engagement within FS2 AccountsPayable support. The Team Lead plays a critical role in maintaining service quality, developing support talent, and ensuring effective collaboration across the organization.

What makes you excel in this position: 

The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Bachelor's degree or equivalent work experience in the FinTech industry
• Proven experience in a technical support role, and a minimum of 5 years in a leadership position leading a team to meet objectives, follow best practices and continue growth.
• Strong technical aptitude and familiarity with financial software.
• Exceptional interpersonal and communication skills.
• Ability to motivate and lead a diverse team to achieve common goals.
• Demonstrated problem-solving and decision-making abilities.
• Proven track record of improving customer satisfaction and service levels.

Salary Range 

United States: 72,000-90,000

Canada: CAD 96,000-121,000

The above annual base salary range represents a general guideline for the low and high end of the pay range for this position. However, the actual salary offered will be determined on various factors including but not limited to location, job-related skills, experience, relevant education, training as well as market and business considerations.

What's in it for you? We have many benefits and perks available to you as a Serrala employee. Here are just a few...

• Medical, Dental, and Vision Insurance - available to you from your first day of employment
• Paid Parental Leave
• 401(k) - dollar for dollar matching up to 4% with immediate vesting and contribution eligibility beginning 30 days from the start of employment
• Up to a $275 monthly reimbursement for phone and internet
• Employee Assistance Program
• LifeMart - discounts on travel, food, products, and services
• Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations

Why you’ll love it here 

Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too. 

At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.