Partner Support Team Lead

Responsibilities

• Provide hands-on partner support by managing support tickets, responding to partner inquiries, and investigating payroll, tax, and technical issues.
• Own complex partner and enterprise escalations, provide expert guidance, coordinate with internal teams, and drive issues to resolution.
• Partner with Engineering, Product, Tax, Risk, and other teams to resolve complex issues and keep stakeholders aligned.
• Manage queue health by prioritizing work, addressing urgent issues, and balancing volume, SLAs, quality, and team capacity.
• Coach teammates through complex or ambiguous problems and develop their investigative and problem-solving skills.
• Build trusted relationships with enterprise and strategic partners.
• Identify recurring issues, workflow gaps, and quality trends; recommend and implement improvements.
• Lead and develop Support team members through clear expectations, coaching, feedback, and career development.
• Monitor workload, SLAs, quality, and partner experience, identify gaps, and hold the team accountable.

Requirements

• 5+ years in a client- or partner-facing role supporting customers, partners, or technical products.
• 3+ years at a payroll provider, payroll platform, HR technology company, fintech company, or in a role requiring payroll knowledge.
• Experience leading, coaching, or developing a customer-facing Support, Operations, or similar team.
• Experience managing performance against SLAs, quality, workload, or other operational metrics.
• Experience handling complex customer or partner escalations and navigating ambiguous situations with sound judgment.
• Strong understanding of U.S. payroll and tax concepts.
• Strong investigative, organizational, and prioritization skills.
• Experience working cross-functionally with technical and operational teams.
• Excellent written and verbal communication skills and a strong ownership mindset.
• Experience using ticketing or case management systems; Zendesk preferred.
• Availability to attend the annual three-day company offsite each spring.

Nice-to-haves

• Experience improving documentation, workflows, or Support processes.
• Experience supporting enterprise or strategic accounts.

Compensation and Benefits

• Annual salary: $102,000–$137,500.
• Company-sponsored medical, dental, vision, disability, and basic life insurance for U.S. full-time employees.
• Stock options, flexible PTO and sick leave, 16 weeks of paid parental leave, nine annual holidays, a 401(k) plan, and a $100 monthly home internet and mobile phone stipend.