Partner Support Team Lead

The role

You will serve as a senior Support operator and people leader. You will lead and develop the Support team while resolving partner inquiries and investigating complex payroll and technical problems.

What you will do

• Provide hands-on partner support and resolve support tickets.
• Investigate payroll, tax, and technical issues.
• Own complex partner and enterprise escalations.
• Drive cross-functional resolution with Engineering, Product, Tax, and Risk teams.
• Manage day-to-day queue health, SLAs, and team capacity.
• Coach teammates through complex problems.
• Build trusted partner relationships.
• Identify recurring issues and recommend workflow improvements.
• Lead and develop the Support team through coaching and feedback.
• Monitor team performance, workload, and quality.

Required qualifications

• 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.
• Experience working cross-functionally with technical and operational teams.
• Excellent written and verbal communication skills.
• Willingness and availability to attend annual 3 day company offsite each spring.

Nice to have

• Experience supporting enterprise or strategic accounts
• Experience using Zendesk

Benefits

• Company-sponsored medical, dental, vision, short-term/long-term disability, and basic life insurance
• Stock options
• Flexible PTO and sick leave
• 16 weeks of fully paid parental leave
• Flexible return-to-work
• 9 annual holidays
• 401k retirement plan
• $100 monthly stipend for home internet and mobile phone expenses
• Meals on Tuesdays and Thursdays for in-office/hybrid employees
• Happy hours, game nights, and in-person events

Before you apply

• Check participates in E-Verify to confirm authorization to work in the U.S.

About the company

Check is the payroll engine behind platforms businesses rely on, providing embedded payroll infrastructure. They aim to simplify the complexity of payroll for thousands of employers.