Partner Support Team Lead
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Job Description
Partner Support Team Lead guiding hands-on escalations and team development. Supporting Check’s embedded payroll infrastructure for businesses building payroll products.
Responsibilities:
- Provide hands-on partner support by managing and resolving support tickets
- Respond directly to partner inquiries
- Investigate payroll, tax, and technical issues accurately and in compliance with requirements
- Own complex partner and enterprise escalations
- Provide expert guidance and coordinate with appropriate teams to drive issues toward resolution
- Partner with Engineering, Product, Tax, Risk, and other teams on complex issues
- Advocate for partner needs and keep partners and internal stakeholders aligned
- Manage day-to-day queue health, prioritization, urgent issues, SLAs, quality, and team capacity
- Coach teammates through difficult or ambiguous problems
- Build trusted relationships with enterprise and strategic partners
- Identify recurring issues, workflow gaps, and quality trends
- Recommend and help implement Support improvements
- Lead and develop Support team members through expectations, coaching, feedback, and career development
- Strengthen team payroll knowledge, investigative skills, and judgment
- Monitor workload, SLAs, quality, and partner experience
- Identify performance gaps and hold the team accountable to a high standard
- Collaborate with the Head of Support and Manager of Support
Requirements:
- 5+ years in a client- or partner-facing role supporting customers, partners, or technical products
- 3+ years working at a payroll provider, payroll platform, HR technology company, fintech company, or in a role requiring payroll knowledge to solve customer problems
- Experience leading, coaching, or developing a customer-facing Support, Operations, or similar team
- Experience managing team performance against SLAs, quality, workload, or other operational metrics
- Strong experience handling complex customer or partner escalations and navigating ambiguous situations with sound judgment
- Strong understanding of U.S. payroll and tax concepts
- Strong investigative, organizational, and prioritization skills
- Ability to manage a high volume of work while maintaining accuracy and quality
- Experience working cross-functionally with technical and operational teams
- Excellent written and verbal communication skills
- Strong ownership mindset and focus on exceptional partner experience
- Experience improving documentation, workflows, or Support processes
- Experience supporting enterprise or strategic accounts preferred
- Experience using ticketing or case management systems; Zendesk preferred
- Willingness and availability to attend the annual 3-day company offsite each spring
- Must be eligible to work in the United States
- Check participates in E-Verify and confirms new employees’ U.S. work authorization through Form I-9
Benefits:
- Company-sponsored medical, dental, and vision insurance
- Short-term and long-term disability coverage
- Basic life insurance coverage
- Stock options
- Flexible PTO and sick leave
- 16 weeks of fully paid parental leave for all new parents
- Flexible return-to-work
- 9 annual holidays
- 401k retirement plan
- $100 monthly stipend for home internet and mobile phone expenses
- Annual 3-day company offsite/retreat
- Meals on Tuesdays and Thursdays for in-office and hybrid employees
- Regular happy hours, game nights, and other in-person events
- Remote, hybrid, or office-based work options
- Reasonable accommodations for candidates with disabilities in the recruiting process
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