Payroll Support Team Lead

Check is leading a revolution in the payroll industry. Payroll is the backbone of the US economy, and yet it has not undergone significant innovation in decades. We invented the embedded payroll space to change that (see: Check: Solving the $150 Billion Payroll Problem, Bank On It; Episode 438), both for the business owners who spend countless hours per week running payroll and for the millions of Americans who depend on their next paycheck. At Check, our mission is to empower the most innovative software platforms to create new payroll businesses, and enable those businesses to transform the way companies pay their employees.

Check’s culture is intensely caring: to each other as teammates, to our partners, and to the businesses and workers we serve. Our teams are made up of creative problem solvers and empathetic cross-functional collaborators who can simplify the complexities of payroll. We bring hustle and grit to our day-to-day, while building enduring solutions and relationships. 

We're seeking an experienced and collaborative individual to step into the role of Payroll Support Team Lead. In this position, you'll closely partner with our Head of Support to uphold our standards of excellence.

At Check, our Support team plays a vital role in maintaining proactive communication with partners and employers while efficiently managing inbound support requests. Our ultimate objective is to deliver exceptional customer service by nurturing strong professional relationships and earning trust. As the Payroll Support Team Lead, you'll collaborate across teams to ensure that every partner receives high-quality assistance.

In this role, you will:

• Spearheaded strategic initiatives to enhance Support team processes
• Collaborate with Product and Engineering to innovate product features and explore new technologies
• Serve as the primary escalation point for partners, adeptly managing complex customer issues
• Support the team in resolving intricate payroll and technical cases
• Ensure precision and compliance in payroll and tax matters for partners and customers
• Deliver exceptional customer service, consistently surpassing expectations
• Promptly resolve payroll tax issues and analyze root causes of discrepancies
• Assist with diverse projects, including support ticket resolution
• Address customer needs proficiently, providing expert guidance on product and tax inquiries
• Proactively manage escalations with accountability and transparency
• Continuously refine skills and foster cross-functional collaboration
• Cultivate strong relationships to drive partner and customer retention

Many backgrounds could fit this role, but ideal candidates will have some or all of the following:

• 5+ years of payroll and tax experience
• Deep passion for solving customer problems and delivering exceptional experiences
• Ownership mindset with a focus on improving quality and efficiency
• Demonstrated working knowledge of U.S. local, state, and federal payroll tax laws
• Strong attention to detail, organizational, and prioritization skills
• Experience working in the SaaS/Software industry
• Advanced proficiency in Microsoft Excel and tax/payroll systems and familiarity with ticketing systems like Salesforce, ZenDesk, etc.
• Excellent written and verbal communication skills
• Ability to multitask, meet strict deadlines, and manage a high volume of tasks in a fast-paced environment
• Eagerness to continue learning in the payroll field
• Willingness and interest in attending company offsites twice a year

Travel and Office Policy

The Check team is distributed across the US. We have hubs in New York City and San Francisco. While we welcome remote work, we believe time together in person is valuable and important! We offer ample opportunities and encourage employees to attend team offsites, events, and hackathons a couple of times a year! We require all employees to be willing and interested in attending two offsites per year.

For our in-office and hybrid employees, our offices are open all week. We encourage teams to go into the office on Tuesdays and Thursdays. 

What we offer:

In the US, Check offers company-sponsored medical, dental, vision, short-term/long-term disability, and basic life insurance coverage to all full-time employees, effective on their first day of work. We also provide stock options, flexible PTO and sick leave, 16 weeks of fully paid parental leave for all new parents flexible return-to-work, 9 annual holiday