Partner Support Team Lead (Payroll)

Job description

Location: Remote, hybrid, or office-based in the United States; offices in New York City and San Francisco. Employees must be authorized to work in the U.S.; hirify.global participates in E-Verify. Attendance at the annual 3-day company offsite each spring is required.

Salary: $120,000–$137,500 annually in Zone A (New York City, San Francisco, Los Angeles, Seattle) or $102,000–$117,250 annually in Zone B (Remote US), plus equity.

Company

hirify.global provides embedded payroll API infrastructure that enables businesses to launch and scale payroll products.

What you will do

• Lead and develop the Partner Support team through clear expectations, coaching, feedback, and career development.
• Manage partner inquiries, support tickets, and complex payroll, tax, and technical investigations.
• Own enterprise and strategic escalations, coordinating with Engineering, Product, Tax, Risk, and other teams through resolution.
• Prioritize queues and balance volume, SLAs, quality, urgency, and team capacity.
• Monitor team workload, performance, quality, and partner experience.
• Identify recurring issues and workflow gaps, then improve documentation and support processes.

Requirements

• 5+ years of experience in a client- or partner-facing role supporting customers, partners, or technical products.
• 3+ years at a payroll provider, payroll platform, HR technology company, fintech company, or in a role requiring payroll knowledge.
• Experience leading, coaching, or developing a customer-facing Support, Operations, or similar team.
• Experience managing SLAs, quality, workload, or other operational metrics and handling complex escalations.
• Strong understanding of U.S. payroll and tax concepts, investigation, organization, prioritization, and cross-functional problem-solving.
• Excellent written and verbal communication skills, with experience using ticketing or case management systems; Zendesk is preferred.

Nice to have

• Experience supporting enterprise or strategic accounts.
• Experience improving documentation, workflows, or Support processes.

Culture & Benefits

• Distributed team across the United States with remote, hybrid, and in-office work options.
• Medical, dental, vision, disability, and basic life insurance from the first day for full-time U.S. employees.
• Flexible PTO and sick leave, 16 weeks of fully paid parental leave, and flexible return-to-work.
• Stock options, nine annual holidays, a 401(k) retirement plan, and a $100 monthly home internet and mobile phone stipend.
• Annual company retreat, team offsites, events, hackathons, meals on Tuesdays and Thursdays in the offices, and regular in-person team activities.

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