# Partner Support Team Lead

**Company:** [Check](https://hotfix.jobs/companies/check)
**Location:** Remote
**Role:** Customer Success
**Salary:** $102k – $138k/yr
**Experience:** 5+ years
**Skills:** Payroll, Payroll Tax, Customer Support, Technical Support, Escalation Management, Zendesk, Service-Level Agreements, Queue Management, Performance Management, Cross-Functional Collaboration
**Posted:** 2026-09-01

> Leads and develops a partner-facing Support team while personally resolving complex payroll, tax, and technical escalations. Requires 5+ years of client-facing experience, payroll or fintech knowledge, team leadership, operational metrics management, and strong investigative judgment.

## Job Description

## 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.

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