Partner Support Team Lead

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

📋 Description

• Deliver hands-on support to partners by managing and resolving support tickets.

• Address partner inquiries directly.

• Accurately investigate payroll, tax, and technical issues while adhering to compliance standards.

• Take ownership of complex partner and enterprise escalations.

• Provide expert advice and collaborate with relevant teams to facilitate issue resolution.

• Work alongside Engineering, Product, Tax, Risk, and other teams on intricate matters.

• Advocate for partner needs and ensure alignment between partners and internal stakeholders.

• Oversee daily queue health, prioritization, urgent issues, SLAs, quality, and team capacity.

• Guide teammates through challenging or unclear problems.

• Cultivate trusted relationships with enterprise and strategic partners.

• Detect recurring issues, workflow gaps, and quality trends.

• Propose and assist in implementing improvements to Support.

• Lead and mentor Support team members through expectations, coaching, feedback, and career development.

• Enhance the team's payroll knowledge, investigative skills, and decision-making abilities.

• Monitor workload, SLAs, quality, and partner experience.

• Identify performance gaps and ensure the team meets high standards.

• Collaborate with the Head of Support and the Manager of Support.

⛳️ Requirements

• A minimum of 5 years in a client- or partner-facing role supporting customers, partners, or technical products.

• At least 3 years experience at a payroll provider, payroll platform, HR technology company, fintech company, or in a role requiring payroll knowledge to address customer challenges.

• Proven experience in leading, coaching, or developing a customer-facing Support, Operations, or similar team.

• Background in managing team performance against SLAs, quality, workload, or other operational metrics.

• Strong experience in handling complex customer or partner escalations and navigating ambiguous scenarios with sound judgment.

• Comprehensive understanding of U.S. payroll and tax concepts.

• Excellent investigative, organizational, and prioritization skills.

• Capability to manage a high volume of tasks while ensuring accuracy and quality.

• Experience collaborating cross-functionally with technical and operational teams.

• Outstanding written and verbal communication skills.

• Strong ownership mindset with a focus on delivering an exceptional partner experience.

• Experience in enhancing documentation, workflows, or Support processes.

• Preference for candidates with experience supporting enterprise or strategic accounts.

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

• Check participates in E-Verify and confirms new employees’ U.S. work authorization through Form I-9.

🏝️ Benefits

• Company-sponsored medical, dental, and vision insurance.

• Coverage for short-term and long-term disability.

• Basic life insurance coverage.

• Stock options available.

• Flexible PTO and sick leave policy.

• 16 weeks of fully paid parental leave for all new parents.

• Flexible return-to-work options.

• 9 annual holidays.

• 401k retirement plan.

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

• Annual 3-day company offsite/retreat.

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

• Regular happy hours, game nights, and other in-person events.

• Options for remote, hybrid, or office-based work.

• Reasonable accommodations available for candidates with disabilities during the recruiting process.