Partner Support Specialist

Responsibilities

• Provide exceptional partner support by managing a high volume of requests, primarily through written communication, while meeting or exceeding SLAs.
• Investigate complex payroll and tax problems, trace root causes across systems, and drive issues toward accurate resolution.
• Collaborate with Engineering, Product, Tax, Risk, and other teams to troubleshoot issues, escalate bugs, and unblock partners.
• Identify recurring questions, operational friction points, and product trends; improve documentation, workflows, and product behavior.
• Create and maintain documentation, standard operating procedures, and operational resources.
• Build trusted relationships with partner teams by communicating technical and operational issues clearly, empathetically, and transparently.
• Support enterprise partners through complex payroll scenarios, escalations, and ongoing operational needs.
• Exercise sound judgment when escalating issues and provide stakeholders with the context needed for efficient resolution.

Requirements

• 4+ years in a client- or partner-facing role supporting customers, partners, or technical products.
• 2+ years at a payroll provider, payroll platform, HR technology company, fintech company, or in a role applying payroll knowledge to customer problems.
• Experience balancing multiple priorities in a fast-paced support or operations environment.
• Strong investigative instincts and curiosity about root causes.
• Exceptional attention to detail and accuracy when solving complex problems.
• Ability to collaborate across technical, operational, and administrative teams.
• Excellent written communication skills, including the ability to explain complex concepts clearly and empathetically.
• Experience with ticketing or case management systems; Zendesk preferred.
• Experience creating or improving internal documentation, SOPs, or operational processes.
• Willingness and availability to attend the annual three-day company offsite each spring.

Nice to Have

• Experience supporting enterprise, strategic, or high-value customer accounts.

Compensation and Benefits

• Annual salary range: $83,300–$108,000.
• Remote, hybrid, or office-based work options in New York City and San Francisco.
• Opportunities to attend team offsites, events, and hackathons.
• Annual three-day company retreat in the spring.
• In-office employees have access to meals on Tuesdays and Thursdays, plus regular social events.