Partner Support Specialist

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

📋 Description

• Oversee a significant volume of partner inquiries predominantly through written communication while consistently meeting or surpassing SLAs.

• Conduct independent investigations into intricate payroll and tax matters, tracing root causes across various systems to facilitate resolution.

• Collaborate with Engineering, Product, Tax, Risk, and other teams to troubleshoot issues, report bugs, and implement solutions.

• Recognize recurring partner inquiries, operational challenges, and product trends.

• Develop and maintain documentation, workflows, standard operating procedures (SOPs), and operational resources.

• Establish trusted relationships with payroll professionals and emerging industry operators.

• Manage relationships with Check’s largest and most strategic enterprise partners.

• Provide continuous operational support and guidance for enterprise partners.

• Escalate complex matters with relevant context to cross-functional stakeholders.

• Clearly and empathetically explain technical and operational issues.

⛳️ Requirements

• Minimum of 4 years in a client- or partner-facing role that supports customers, partners, or technical products.

• At least 2 years of experience working with a payroll provider, payroll platform, HR technology company, fintech company, or in a role that applies payroll knowledge to customer challenges.

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

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

• Exceptional attention to detail and precision in handling complex problems.

• Capability to collaborate across technical, operational, and administrative teams.

• Outstanding written communication skills for articulating complex technical or operational concepts in a clear and empathetic manner.

• Familiarity with ticketing or case management systems; experience with Zendesk is preferred.

• Experience in creating or enhancing internal documentation, SOPs, or operational processes.

• Previous experience supporting enterprise, strategic, or high-value customer accounts is preferred.

• Willingness and availability to participate in the annual 3-day company offsite each spring.

• Must be eligible to work in the United States.

🏝️ Benefits

• Offers 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 coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Short-term disability insurance.

• Long-term disability insurance.

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

• Annual 3-day company offsite/retreat.

• Meals provided on Tuesdays and Thursdays for in-office and hybrid employees.

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