Partner Support Team Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $102k - $137.5k / year

⏰ Full Time

🟠 Senior

🪙 Affiliate Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Check

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💳 Fintech

☁️ SaaS

🔌 API

💰 $75M Series C - Check on 2022-02

Fintech • SaaS • API

Check is a payroll infrastructure company that provides embedded payroll APIs and SaaS tools for platforms and businesses. It supplies the technology, operations, and support to build and scale payroll products — including money movement, tax calculation and filing, real-time payments, benefits and 401(k) integrations, workers’ compensation, fraud protection, and developer tools like an MCP and CLI. Check targets platforms from startups to public companies and advertises that it processes billions annually and serves large numbers of businesses and employees.

📋 Description

• 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