Partner Support Team Lead
Core
Lead and develop a support team while providing hands-on expert resolution for complex payroll, tax, and technical issues for enterprise partners.
Role type
Senior IC support lead (people management + hands-on escalation)
Builds
Payroll infrastructure and partner experience
Domain
Fintech / Payroll / HR Technology
Deliverable
client delivery
Required skills
Payroll and tax domain expertise, complex issue investigation, team leadership and coaching, cross-functional collaboration, SLA and queue management, enterprise account management, Zendesk proficiency
Preferred skills
Experience supporting strategic/enterprise accounts, process improvement experience
Technologies
Zendesk
Responsibilities
Resolve complex payroll and technical escalations for partners, coach team members on difficult issues, manage queue health and prioritize work, drive cross-functional resolution with Engineering and Tax teams, monitor team performance against SLAs, build trusted relationships with enterprise partners
Seniority
Senior, hands-on IC with people leadership
