Support Specialist – Payroll

At Check, the Support team is responsible for top-tier proactive and reactive partner and employer communication and account management, including responding to inbound ticket requests for support. The support function’s goal is to deliver exceptional service, and we do this by developing professional relationships with partners and their customers to earn their respect and trust. You will leverage your deep payroll and tax knowledge to navigate complex scenarios, deliver accurate solutions, and build lasting relationships through exceptional service. It is the responsibility of the payroll support specialist to work across the teams at Check to ensure a high level of service for all of our partners.

In this role, you will:

• Identify and assess customer’s needs to achieve satisfaction.
• Collaborate with partners and customers to review payroll and tax information, ensuring accuracy and compliance with regulations.
• Meet or exceed response and ticket SLAs to provide timely and effective support to partners.
• Provide expert guidance on product, technical, and tax-related inquiries, resolving issues and escalating as needed.
• Triage non-support-related requests to other internal teams.
• Minimize escalation through ownership and transparency.
• Going above and beyond – knowing when to jump on a call to resolve a complex payroll issue and build rapport with our partners.
• Support our Tax team with requests during quarter-end and year-end filings.
• Continuously improve skills and knowledge through collaboration with all cross-functional teams.
• Build strong relationships to establish trust and drive partner/customer retention.
• Exceed partner/customer expectations by providing exceptional customer service and support.

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

• Have 4+ years in client or partner-facing role
• Have 2+ years of experience in payroll
• Must be located in the Pacific Time Zone or willing to work Pacific Time Zone hours (8:30 AM – 5:30 PM PT / 11:30 AM – 8:30 PM ET)
• Have a deep passion for solving customer problems
• Capable of managing several tasks at once in a fast-moving environment
• Are eager to “roll up their sleeves” and get things done
• Strong attention to detail
• Strong phone contact handling skills and active listening
• Comfort with ticketing systems and tracking work (ie Salesforce, ZenDesk, etc)
• Demonstrate excellent written and verbal communication skills
• Takes ownership and identifies areas to improve quality and efficiency
• Willingness and interest in attending our annual 3-day company offsite in the fall