Service Delivery Specialist

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

📋 Description

• Triage and address intricate partner escalations related to payroll, tax, compliance, and money movement.

• Actively monitor partner Slack channels, responding with urgency, accountability, and clarity.

• Provide exceptional service to a select portfolio of Check's most significant partners.

• Evaluate escalation trends to uncover root causes and propose enhancements across product, process, and service delivery.

• Highlight key themes, metrics, and risks to leadership, transforming field insights into actionable priorities.

• Collaborate with Operations, Product, and Engineering teams to tackle edge cases and optimize workflows.

• Manage and update internal and partner-facing documentation in alignment with changing processes and regulations.

⛳️ Requirements

• Over 5 years of experience in operations, service delivery, support, or a related field.

• Direct involvement with payroll and/or tax operations.

• Background in a B2B SaaS or Fintech company.

• Capability to operate with urgency and ownership in high-complexity, fast-paced environments.

• Strong strategic problem-solving skills, along with a readiness to engage hands-on and enhance systems.

• Excellent communication skills for both technical and non-technical audiences, particularly in uncertain or high-pressure scenarios.

• Enthusiasm for improving root causes and delivering reliable, high-quality service.

• Proficiency in utilizing structured data to discern trends and drive enhancements.

• Familiarity with platforms such as Slack, Claude Cowork, Notion, and Zendesk.

• Eligibility to work in the United States.

• Ability to maintain focus and productivity in a remote setting without distractions or interruptions while ensuring quality communication.

🏝️ Benefits

• Equity.

• Flexible PTO.

• 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 coverage.

• Long-term disability coverage.

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

• Team offsites, events, and hackathons.

• Annual 3-day company retreat.

• Meals provided 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 team members.