Partner Support Team Lead

About Partner Support Team Lead

The Support team plays a critical role in keeping payroll running for thousands of businesses and millions of workers by supporting the platforms that build payroll products on top of Check's infrastructure. When questions arise or something doesn't behave as expected, we investigate what happened, explain it clearly, and drive toward a solution.

As a Partner Support Lead, you'll serve as both a senior Support operator and a people leader. You'll lead and develop members of the Support team while remaining close to the work—regularly working directly with partners to resolve support issues, answering partner inquiries, investigating complex payroll and technical problems, and serving as a senior escalation point when issues require deeper investigation or judgment.

You'll work closely with the Head of Support and Manager of Support, as well as Engineering, Product, Tax, Risk, and other teams across Check, to maintain a high bar for partner experience, develop the team's capabilities, and help the team operate effectively. This role requires someone who can balance day-to-day team leadership with hands-on partner support, strong judgment on complex issues, and the ability to drive resolution across teams.

In this role, you will:

• Provide hands-on partner support. Regularly manage and resolve support tickets, respond directly to partner inquiries, and investigate payroll, tax, and technical issues with a high degree of accuracy and attention to compliance.

• Own complex partner and enterprise escalations. Investigate high-impact payroll, tax, and technical issues, provide expert guidance to partners, coordinate with the appropriate teams across Check, and drive issues toward resolution with urgency, accuracy, and ownership.

• Drive cross-functional resolution. Partner closely with Engineering, Product, Tax, Risk, and other teams to investigate and resolve complex partner issues. Provide clear context, advocate for partner needs, and keep partners and internal stakeholders aligned through resolution.

• Manage day-to-day queue health. Help prioritize work, ensure urgent issues are addressed, and keep tickets moving while balancing volume, SLAs, quality, and team capacity.

• Coach through complex problems. Help teammates navigate difficult or ambiguous issues while developing their ability to investigate and solve problems independently.

• Build trusted partner relationships. Support enterprise and strategic partners through complex issues and model empathy, transparency, urgency, and ownership for the team.

• Surface and support improvements. Identify recurring issues, workflow gaps, and quality trends; bring recommendations to Support leadership; and help implement agreed-upon improvements.

• Lead and develop the Support team. Set clear expectations, provide coaching and feedback, support career development, and help team members strengthen their payroll knowledge, investigative skills, and judgment.

• Own team performance and quality. Monitor workload, SLAs, quality, and partner experience, identify gaps, and hold the team accountable to a high standard.
  

Many backgrounds could fit this role, but ideal candidates will have some or all of the following:

• 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, with the ability to apply that knowledge to complex partner issues.

• Strong investigative, organizational, and prioritization skills, with the ability to manage a high volume of work while maintaining accuracy and quality.

• Experience working cross-functionally with technical and operational teams to resolve complex customer or partner issues.

• Excellent written and verbal communication skills, with a strong ownership mindset and focus on delivering an 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 our annual 3 day company offsite each spring.

What we offer:

In the US, Check offers company-sponsored medical, dental, vision, short-term/long-term disability, and basic life insurance coverage to all full-time employees, effective on their first day of work. We also provide 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, a 401k retirement plan, and a $100 monthly stipend for home internet and mobile phone expenses. Benefits may vary outside the US.

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