Partner Support Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a significant volume of partner inquiries, primarily through written communication, while consistently meeting or surpassing service level agreements (SLAs).

• Analyze intricate payroll and tax inquiries, determine underlying issues, and facilitate accurate resolutions.

• Work collaboratively with Engineering, Product, Tax, Risk, and other departments to resolve issues, escalate bugs, and assist partners.

• Recognize frequent partner inquiries, operational challenges, and product trends to enhance documentation, workflows, and product functionality.

• Foster trusted relationships with payroll professionals and new industry operators through compassionate and transparent communication.

• Use discernment when involving others or escalating issues, ensuring to provide clear context for effective resolution.

• Acquire a comprehensive understanding of partner platforms and the businesses they support.

• Deliver personalized service and serve as a dependable resource for partners.

⛳️ Requirements

• A minimum of 2 years in a client- or partner-facing position, assisting customers, partners, or technical products.

• At least 1 year of experience at a payroll provider, payroll platform, HR technology firm, fintech company, or in a role utilizing payroll expertise to address customer challenges.

• Proven ability to manage multiple priorities in a dynamic support or operations setting.

• Strong investigative skills and a desire to understand root causes.

• Exceptional attention to detail and precision when dealing with complex issues.

• Comfortable collaborating across technical, operational, and administrative teams.

• Outstanding written communication abilities, with the skill to articulate complex technical or operational concepts clearly and empathetically.

• Familiarity with ticketing or case management systems, with a preference for experience with Zendesk.

• Availability and willingness to participate in the annual 3-day company offsite held each spring.

• Must be eligible to work in the United States.

🏝️ Benefits

• Equity.

• Flexible PTO and sick leave.

• Generous paid parental leave for all new parents.

• Flexible return-to-work options.

• 401k retirement plan.

• $100 monthly stipend for home internet and mobile phone expenses.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Short-term disability insurance.

• Long-term disability insurance.

• Basic life insurance coverage effective from the first day of employment.

• Annual 3-day company retreat.

• Opportunities to participate in team offsites, events, and hackathons.

• Complimentary meals on Tuesdays and Thursdays for in-office and hybrid employees.

• Regular happy hours, game nights, and other in-person events for in-office and hybrid employees.