Senior Partner Support Lead (Remote) - Payroll Platform

Check; New York, San Francisco (NY, CA); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health benefits

Stock options

Flexible PTO

Parental leave

401k

Home internet stipend

Phone stipend

Job summary

Check is transforming payroll infrastructure in the United States, offering roles that blend hands-on partner support with leadership responsibilities. The Partner Support Lead will resolve payroll, tax, and technical issues while guiding a growing team to deliver exceptional partner experiences.

You'll collaborate across Engineering, Product, Tax, and Risk to ensure timely resolutions, maintain queue health, and drive improvements.

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, fintech, or payroll knowledge-focused role.
• Experience leading, coaching, or developing a customer-facing Support or Operations 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.
• Strong understanding of U.S. payroll and tax concepts, with the ability to apply that knowledge to complex partner issues.
• Experience working cross-functionally with technical and operational teams to resolve complex issues.
• Excellent written and verbal communication skills with ownership mindset.
• Experience improving documentation, workflows, or support processes; enterprise/large accounts a plus.
• Experience using ticketing systems (Zendesk preferred).
• Willingness to attend annual company offsite in spring.

Responsibilities

• Provide hands-on partner support and efficiently resolve tickets with accuracy and compliance.
• Own complex partner and enterprise escalations, guiding cross-functional teams to resolution.
• Drive cross-functional resolution with Engineering, Product, Tax, Risk, and other groups.
• Manage day-to-day queue health, prioritizing urgent issues and maintaining SLAs.
• Coach teammates on complex problems and promote independent problem-solving.
• Build trusted partner relationships with enterprise accounts and stakeholders.
• Surface and implement improvements to processes and workflows.
• Lead and develop the Support team with clear expectations and feedback.
• Monitor team performance, quality, and partner experience; uphold high standards.

Skills

Client-facing experience

Payroll knowledge (US)

Team leadership

SLA & metrics management

Cross-functional collaboration

Strong written and verbal comms

Documentation/Process improvement

Escalation management

Zendesk or ticketing systems

Tools

Zendesk

Job description

Check is transforming payroll infrastructure in the United States, offering roles that blend hands-on partner support with leadership responsibilities. The Partner Support Lead will resolve payroll, tax, and technical issues while guiding a growing team to deliver exceptional partner experiences.

You'll collaborate across Engineering, Product, Tax, and Risk to ensure timely resolutions, maintain queue health, and drive improvements.