Partner Support Team Lead at Check Technologies · LumiJobs

Responsibilities

Provide hands-on partner support. Regularly manage and resolve support tickets, respond directly to partner inquiries, and investigate payroll, tax, and technical issues with a high degree of accuracy and attention to compliance.
Own complex partner and enterprise escalations. Investigate high-impact payroll, tax, and technical issues, provide expert guidance to partners, coordinate with the appropriate teams across Check, and drive issues toward resolution with urgency, accuracy, and ownership.
Drive cross-functional resolution. Partner closely with Engineering, Product, Tax, Risk, and other teams to investigate and resolve complex partner issues. Provide clear context, advocate for partner needs, and keep partners and internal stakeholders aligned through resolution.
Manage day-to-day queue health. Help prioritize work, ensure urgent issues are addressed, and keep tickets moving while balancing volume, SLAs, quality, and team capacity.
Coach through complex problems. Help teammates navigate difficult or ambiguous issues while developing their ability to investigate and solve problems independently.
Build trusted partner relationships. Support enterprise and strategic partners through complex issues and model empathy, transparency, urgency, and ownership for the team.
Surface and support improvements. Identify recurring issues, workflow gaps, and quality trends; bring recommendations to Support leadership; and help implement agreed-upon improvements.
Lead and develop the Support team. Set clear expectations, provide coaching and feedback, support career development, and help team members strengthen their payroll knowledge, investigative skills, and judgment.
Own team performance and quality. Monitor workload, SLAs, quality, and partner experience, identify gaps, and hold the team accountable to a high standard.
Many backgrounds could fit this role, but ideal candidates will have some or all of the following:
5+ years in a client- or partner-facing role, supporting customers, partners, or technical products.
3+ years working at a payroll provider, payroll platform, HR technology company, fintech company, or in a role requiring payroll knowledge to solve customer problems.

Partner Support Team Lead

Responsibilities

Benefits

Company

Check Technologies

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