Partner Support Team Lead

Job Summary

To support a critical role in payroll operations, the full-time Partner Support Team Lead will manage partner inquiries, resolve complex payroll issues, and lead a team of support operators while working remotely or from the office.

Key responsibilities

• Provide hands-on partner support by managing support tickets and investigating payroll, tax, and technical issues
• Own complex partner escalations, coordinating with various teams to drive resolution with urgency and accuracy
• Lead and develop the Support team by setting expectations, coaching members, and monitoring performance against operational metrics

Required qualifications

• 5+ years in a client- or partner-facing role, preferably in payroll or HR technology
• 3+ years of experience at a payroll provider or fintech company with a strong understanding of payroll and tax concepts
• Experience leading and developing customer-facing support teams
• Strong investigative and organizational skills with the ability to manage high volumes of work
• Proficiency in using ticketing or case management systems, preferably Zendesk