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Check is an embedded payroll platform that enables businesses to build and scale payroll products on top of its infrastructure. The Partner Support Associate role sits at the intersection of payroll expertise and technical product knowledge, supporting the platforms and businesses that build payroll products using Check's infrastructure.
In this position, you will manage a high volume of partner requests through written communication, investigating complex payroll and tax scenarios to identify root causes and drive toward resolution. You'll balance urgency with thorough investigation while consistently meeting SLAs. The work is fast-moving, analytical, and highly investigative—typical days involve untangling complex payroll scenarios, identifying root causes, partnering across the company to solve problems, and communicating clearly with partners whose payroll expertise ranges from seasoned professionals to first-time operators.
Key responsibilities include providing exceptional partner support by managing requests and meeting SLAs; investigating complex payroll problems by diving deep into payroll and tax questions, breaking issues into manageable pieces, and tracing root causes through Check's systems; collaborating across Engineering, Product, Tax, Risk, and other teams to troubleshoot issues and escalate bugs; surfacing patterns and recurring partner questions to improve documentation, workflows, and product behavior; building trusted relationships with partners by bringing empathy, ownership, and transparency; and exercising careful judgment about escalation and ensuring clear context for problem resolution.
You'll develop deep expertise in Check's platform, payroll operations, and the broader payroll ecosystem while building trusted relationships with partner teams. Support sits at the center of Check's product ecosystem, offering visibility into how modern payroll infrastructure operates at scale. The role requires strong investigative instincts, exceptional attention to detail, excellent written communication skills, and the ability to explain complex technical or operational concepts clearly and empathetically. Experience with ticketing systems like Zendesk is preferred. The role includes attendance at an annual 3-day company offsite each spring.
