Service Delivery Specialist

Responsibilities

• Triage and resolve complex partner escalations across payroll, tax, compliance, and money movement.
• Monitor partner Slack channels and respond with urgency, ownership, clarity, and focus on resolution.
• Deliver high-touch service to a concentrated portfolio of major partners.
• Analyze escalation trends to uncover root causes and recommend improvements across product, process, and service delivery.
• Surface key themes, metrics, and risks to leadership, turning field signals into actionable priorities.
• Partner with Operations, Product, and Engineering to resolve edge cases, streamline workflows, and simplify operations at scale.
• Own internal and partner-facing documentation, keeping materials current, clear, and aligned with evolving processes and regulations.

Requirements

• 5+ years of experience in operations, service delivery, support, or a closely related role.
• Direct experience with payroll and/or tax operations.
• Experience in a B2B SaaS or fintech organization.
• Ability to operate with urgency and ownership in complex, fast-moving environments.
• Strategic problem-solving skills, with the ability to improve systems while handling detailed execution.
• Strong communication skills across technical and non-technical audiences, especially during ambiguous or high-pressure situations.
• Experience using structured data to identify trends and drive improvements.

Nice-to-haves

• Familiarity with Slack, Claude Cowork, Notion, and Zendesk.

Compensation and Benefits

• Distributed team across the United States.
• Remote, hybrid, and office-based work options.
• Opportunities to attend team offsites, events, hackathons, and an annual three-day company retreat.
• Office meals on Tuesdays and Thursdays, plus regular in-person events.