Partner Support Associate

Responsibilities

• Provide exceptional partner support by managing a high volume of partner requests, primarily through written communication, while meeting or exceeding SLAs.
• Investigate complex payroll and tax problems, trace root causes through 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 partner questions, operational friction points, and product trends to improve documentation, workflows, and product behavior.
• Build trusted relationships with partner teams by communicating with empathy, ownership, and transparency.
• Explain technical and operational issues clearly to audiences with varying levels of payroll expertise.
• Exercise sound judgment when escalating issues and provide clear context to help others resolve them efficiently.
• Develop a deep understanding of partner platforms and the businesses they serve.

Requirements

• 2+ years of experience in a client- or partner-facing role supporting customers, partners, or technical products.
• 1+ year of experience 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 using ticketing or case management systems.
• Willingness and availability to attend the annual three-day company offsite each spring.

Preferred Qualifications

• Experience with Zendesk.

Compensation and Work Policy

• Remote work requires the ability to perform responsibilities without distraction or disruption while maintaining quality, communication, and productivity.
• Employees are encouraged to attend team offsites, events, and hackathons.
• In-office and hybrid employees have access to offices, meals on Tuesdays and Thursdays, and regular in-person events.