Head of Support, Check
$133-190k
More information about location
Embedded payroll platform
Job no longer available
Embedded payroll platform
101-200 employees
Job no longer available
$133-190k
More information about location
101-200 employees
Company mission
Check's mission is to make paying people simple by enabling software platforms to build differentiated payroll experiences.
Role
Who you are
- 5+ years of Support leadership experience at the Manager level or higher in a SaaS-based organization
- 7+ years of customer service experience preferably with a payroll service provider
- Ability to influence across internal and cross-functional departments to champion change, growth, and improvement
- Ability to collect data and project needs of a team or partner and translate them into actionable initiatives
- Hands-on experience scaling critical initiatives in a services-oriented environment
- Thrives in highly cross-functional organizations and experience working collaboratively with R&D specifically
- Partner and customer focus with excellent communication skills; able to create clear communication in ambiguous circumstances to facilitate understanding of complex issues and drive solutions in both verbal and written format
What the job involves
- Lead and inspire a world-class Support team to create a positive partner and customer experience ensuring the delivery of timely, accurate, and highly impactful issue resolution
- Develop strong partner relationships and maximize the goals of Check, our partners, and their customers including supporting partners as they ramp up their Support teams to deliver a flawless experience as they scale including partnering with Sales, Enrollment, R&D and Partner Success teams
- Create a proactive environment where our Support team anticipates and identifies potential partner and customer needs before they arise
- Provide weekly reporting of defined Support metrics and progress of priorities to leadership teams
- Scale the Support function by identifying gaps and opportunities to enhance team workflows, outsourcing options, process and product improvement, reduce risk and deliver a timely, accurate, and reliable partner and customer experience
- Work with our internal teams cross-functionally to deliver scalable and automated workflows as Check and our partners grow to increase partner and customer satisfaction, empower employees, and improve existing processes
- Provide guidance and execute on short and long-term strategic priorities and business objectives through strategic planning, project management, and operational execution; effectively communicate with leadership teams across the company to set priorities and vision for the Support team
- Regularly report to the organization on progress, milestones met and/or deviations from expected performance for the Support team
- Embody a culture of service excellence, leading by example and instilling accountability by setting clear expectations, measuring results, rewarding the right behavior and addressing underperformance head on
- Recruit, coach, develop, and lead team of B2B2C Support professionals
Our take
The rise of the internet has resulted in massive improvements and innovations in the world of financial services. In today's landscape, there are many ways to send and receive money, yet the archaic technology powering payroll systems does not reflect this change.
Check develops modern infrastructure to enable companies to embed payroll solutions directly within industry software. This is achieved through a range of customizable API tools that can be embedded directly within internal time-tracking systems, preventing the need for convoluted spreadsheets, external databases, and unnecessary software.
With good funding at its back, Check is now focussed on scaling its success in vertical and workforce SaaS. It's also tackling new sectors across online staffing, fraud protection, talent marketplaces, and more.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2022
$75m
SERIES C
Jan 2021
$35m
SERIES B
Total funding: $120m
Company benefits
- Flexible PTO & sick leave
- 16 weeks paid family leave
- $2000 annual individual training budget
- Health, dental, and vision insurance coverage
- $1000 home office stipend, and $100 per month for internet and cell
- Weekly pay
Company HQ
SoHo, New York, NY
Leadership
Andrew Brown
(CEO)Was the co-founder and CTO at Oyster, which was acquired by Google in 2015. Subsequently worked at Google Play.
Vivek Patel
(CTO)Previous President of Tech@NYU and then Software Engineer at Oyster. Also worked at Google as Senior Software Engineer.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job