# Partner Support Associate

**Company:** [Check](https://hotfix.jobs/companies/check)
**Location:** Remote
**Role:** Customer Success
**Salary:** $66k – $88k/yr
**Experience:** 2+ years
**Skills:** Payroll, payroll operations, tax, Zendesk, ticketing systems, case management, Root Cause Analysis, written communication, Customer Support, partner support
**Posted:** 2026-08-04

> Supports payroll platform partners by investigating complex payroll and tax issues, coordinating cross-functional resolutions, and communicating clear guidance. The role requires at least two years of client-facing support experience, payroll or fintech exposure, strong analytical skills, and excellent written communication.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/7577c34a-ce23-4a49-8a87-c0bd8eb7cb14
**Canonical:** https://hotfix.jobs/jobs/7577c34a-ce23-4a49-8a87-c0bd8eb7cb14