Partner Support Lead: Enterprise Escalations & Coaching

Openkrill; United States; Hybride; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Stock options

Flexible PTO and sick leave

Parental leave (16 weeks)

Résumé du poste

Check is building a new generation of embedded payroll APIs and partner support. The Partner Support Lead role combines senior operational work with people leadership to serve enterprise partners, resolve payroll and tax issues, and drive improvements across Check’s platform.

You’ll lead a team, balance day‑to‑day support with strategic initiatives, and collaborate across Engineering, Tax, and Product to maintain an exceptional partner experience.

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 tech or fintech with payroll knowledge.

Responsabilités

• Provide hands-on partner support. Regularly manage and resolve tickets, respond to partner inquiries, and investigate payroll, tax, and technical issues with accuracy and compliance.
• Own complex partner and enterprise escalations. Investigate high‑impact issues, guide partners, coordinate with Check teams, and drive resolution with urgency and ownership.
• Drive cross‑functional resolution by partnering with Engineering, Product, Tax, Risk, and other teams to resolve complex partner issues and align stakeholders.
• Manage day‑to‑day queue health, prioritize work, ensure urgent issues are addressed, and balance volume with SLAs and quality.
• Coach through complex problems, developing teammates’ ability to investigate and solve independently.
• Build trusted partner relationships by supporting enterprise accounts with empathy, transparency, urgency, and ownership.
• Surface improvements by identifying recurring issues and workflow gaps and proposing fixes to leadership.
• Lead and develop the Support team with clear expectations, coaching, and opportunities for growth.

Connaissances

Client-facing

Payroll knowledge

Leadership

Cross-functional collaboration

Communication

Issue escalation

Ownership mindset

Outils

Zendesk

Description du poste

Check is building a new generation of embedded payroll APIs and partner support. The Partner Support Lead role combines senior operational work with people leadership to serve enterprise partners, resolve payroll and tax issues, and drive improvements across Check’s platform.

You’ll lead a team, balance day‑to‑day support with strategic initiatives, and collaborate across Engineering, Tax, and Product to maintain an exceptional partner experience.