Partner Support Associate
Check is a springboard for building and scaling payroll businesses, empowering platforms to launch, grow, and thrive on our embedded payroll infrastructure. The Support team ensures payroll runs smoothly for thousands of businesses and millions of workers by troubleshooting issues, investigating root causes, and driving solutions.
About the role
This role sits at the intersection of payroll expertise and technical product knowledge. You’ll untangle complex payroll scenarios, identify root causes, partner across the company to solve problems, and communicate clearly with partners—whether they’re seasoned payroll professionals or first-time operators. Support is central to Check’s product ecosystem, offering visibility into how modern payroll infrastructure operates at scale.
Responsibilities
- Provide exceptional partner support, managing a high volume of requests primarily through written communication while meeting or exceeding SLAs.
- Investigate complex payroll problems, breaking issues into manageable pieces, tracing root causes through systems, and driving accurate resolutions.
- Collaborate across Engineering, Product, Tax, Risk, and other teams to troubleshoot issues, escalate bugs, and unblock partners quickly.
- Surface patterns and improve the system by identifying recurring questions, friction points, and product trends to enhance documentation, workflows, and product behavior.
- Build trusted relationships with partners by bringing empathy, ownership, and transparency to every interaction, explaining technical or operational issues clearly.
- Escalate thoughtfully, exercising judgment about when to pull others into a problem or escalate upward while ensuring clear context for quick resolution.
- Deliver service that feels personal by developing a deep understanding of partners’ platforms and businesses, establishing yourself as a reliable and trusted resource.
Requirements
- 2+ years in a client- or partner-facing role, supporting customers, partners, or technical products.
- 1+ years working at a payroll provider, payroll platform, HR technology company, fintech company, or in a role requiring payroll knowledge to solve customer problems.
- Experience balancing multiple priorities in a fast-paced support or operations environment.
- Strong investigative instincts and curiosity to understand not just what happened, but why.
- Exceptional attention to detail and the ability to maintain accuracy while solving complex problems.
- Comfortable collaborating across technical, operational, and administrative teams to solve partner problems.
- Excellent written communication skills with the ability to explain complex technical or operational concepts clearly and empathetically.
- Experience using ticketing or case management systems (Zendesk preferred).
- Willingness and availability to attend our annual 3-day company offsite each spring.
Travel & Office Policy
The Check team is distributed across the US. Roles can be remote, hybrid, or based in one of our offices in New York City or San Francisco. We offer ample opportunities and encourage employees to attend team offsites, events, and hackathons throughout the year. All employees gather in the spring for our annual 3-day company retreat.
For in-office and hybrid employees, our offices are open all week, with meals provided on Tuesdays and Thursdays, along with regular happy hours, game nights, and other in-person events. Remote work requires the ability to perform responsibilities without distraction while maintaining quality, effective communication, and productivity.