Enterprise Partner Support Specialist

Check; New York (NY); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Check is a distributed company seeking a Support Specialist to help simplify payroll for thousands of employers and workers. You will manage a high volume of partner requests through written communication, investigate complex payroll issues, and collaborate with Engineering, Product, Tax, Risk to drive timely resolutions.

You will build trusted relationships with enterprise partners, translate payroll concepts into clear guidance, and contribute to internal documentation and processes as our

Qualifications

• 4+ years in a client- or partner-facing role, supporting customers, partners, or technical products.
• 2+ years working at a payroll provider, payroll platform, HR tech company, fintech, or in a role applying payroll knowledge to solve customer problems
• Experience balancing multiple priorities in a fast-paced support or operations environment
• Strong investigative instincts and curiosity to understand not just what happened, but why
• Exceptional attention to detail and the ability to maintain accuracy while solving complex problems
• Comfortable collaborating across technical, operational, and administrative teams to solve partner problems and enable new business capabilities
• Excellent written communication skills with the ability to explain complex technical or operational concepts clearly and empathetically
• Experience using ticketing or case management systems (Zendesk preferred)
• Experience creating or improving internal documentation, SOPs, or operational processes
• Experience supporting enterprise, strategic, or high-value customer accounts preferred
• Willingness and availability to attend our annual 3 day company offsite each spring

Responsibilities

• Provide exceptional partner support. You'll manage a high volume of partner requests, primarily through written communication. You'll balance urgency and responsiveness with thoughtful and thorough investigation, while independently driving complex issues toward resolution and consistently meeting or exceeding SLAs.
• Investigate complex payroll problems. You'll independently own some of our most complex payroll and tax issues, breaking problems into manageable pieces, tracing root causes across systems, and driving issues toward resolution with accuracy, curiosity, and ownership.
• Collaborate across the company to resolve issues. You'll partner closely with Engineering, Product, Tax, Risk, and other teams to troubleshoot issues, elevate bugs, and help drive solutions that unblock partners quickly.
• Surface patterns and improve the system. You'll identify recurring partner questions, operational friction points, and product trends, surfacing insights that improve documentation, workflows, and product behavior.
• Build trusted relationships. You'll build trust by bringing empathy, ownership, and transparency to every interaction and explaining technical or operational issues in ways they understand.
• Support Check's Enterprise partners. You'll own relationships with some of Check's largest and most strategic partners, serving as a trusted resource through complex payroll scenarios, escalations, and ongoing operational support.
• Escalate thoughtfully. You'll exercise strong judgment about how and when to engage cross-functional stakeholders, ensuring they have the context needed for quick understanding and resolution.
• Deliver service that feels personal. You’ll establish yourself as a reliable and trusted resource by making people feel heard, helped, and valued.

Skills

Client-facing

Investigative mindset

Written communication

Z-endesk

Tools

Zendesk

Job description

Check is a distributed company seeking a Support Specialist to help simplify payroll for thousands of employers and workers. You will manage a high volume of partner requests through written communication, investigate complex payroll issues, and collaborate with Engineering, Product, Tax, Risk to drive timely resolutions.

You will build trusted relationships with enterprise partners, translate payroll concepts into clear guidance, and contribute to internal documentation and processes as our