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Check is rebuilding payroll infrastructure by powering businesses that deliver payroll products. As the inventors of embedded payroll, Check provides API infrastructure and a platform for partners to build and scale payroll businesses.
The Partner Support Team Lead role combines senior individual contributor work with people leadership. You'll lead and develop support team members while remaining hands-on, regularly working directly with partners to resolve support issues, investigate complex payroll and technical problems, and serve as a senior escalation point.
Key responsibilities include:
- Providing hands-on partner support by managing and resolving support tickets, responding to partner inquiries, and investigating payroll, tax, and technical issues with high accuracy and compliance focus
- Owning complex partner and enterprise escalations, investigating high-impact issues, providing expert guidance, coordinating across Check teams, and driving resolution with urgency and ownership
- Driving cross-functional resolution by partnering with Engineering, Product, Tax, Risk, and other teams to investigate complex issues, provide clear context, advocate for partner needs, and maintain alignment
- Managing day-to-day queue health by prioritizing work, ensuring urgent issues are addressed, and balancing volume, SLAs, quality, and team capacity
- Coaching teammates through difficult or ambiguous issues while developing their investigative and problem-solving capabilities
- Building trusted relationships with enterprise and strategic partners, modeling empathy, transparency, urgency, and ownership
- Surfacing and supporting improvements by identifying recurring issues, workflow gaps, and quality trends, then bringing recommendations to leadership
- Leading and developing the support team through clear expectations, coaching, feedback, and career development support
- Owning team performance and quality by monitoring workload, SLAs, quality metrics, and partner experience
Ideal candidates bring 5+ years in client- or partner-facing roles supporting customers or technical products, 3+ years at payroll providers or fintech companies, and experience leading customer-facing teams. Strong payroll and tax knowledge, excellent investigative and communication skills, cross-functional collaboration experience, and familiarity with ticketing systems (Zendesk preferred) are valued. Willingness to attend the annual 3-day company offsite each spring is required.
