Service Delivery Specialist

Summary

Join Check's Operations team as a Service Delivery Specialist and play a vital role in supporting our partners and product growth. You will triage and resolve complex partner escalations, monitor communication channels, support early-stage partners, and identify areas for improvement. This role requires collaboration with various teams to stabilize workflows, resolve issues, and shape service delivery. You will also create and maintain documentation and use data to drive improvements. The ideal candidate possesses strong problem-solving skills, communication abilities, and experience in operations, service delivery, or support, ideally within fintech, compliance, or payroll.

Requirements

• 5+ years in operations, service delivery, customer success, or support, ideally in fintech, compliance, or payroll
• Direct experience with tax, compliance, or payroll operations, especially in partner-facing or high-volume environments
• Proven ability to operate with urgency and ownership in high-complexity, fast-moving environments
• Strategic problem-solver who’s equally comfortable rolling up their sleeves and stepping back to improve the system
• Strong communicator across technical and non-technical audiences, especially in ambiguous or high-pressure moments
• Passion for improving systems at the root and delivering high-quality, reliable service
• Experience using structured data to identify trends and drive improvements

Responsibilities

• Jump in quickly to triage and resolve complex partner escalations across payroll, tax, compliance, and money movement, bringing clarity to ambiguity and acting as a trusted subject matter expert
• Monitor partner Slack channels and respond with urgency, ownership, and a bias for clarity and resolution
• Step in to directly support early-stage (quickstart) partners, enabling the broader team to stay focused on our highest-impact relationships
• Dig into trends across escalations to uncover root causes, connect the dots, and recommend high-leverage improvements across product, process, and service delivery
• Drive visibility and accountability by surfacing key themes, metrics, and risks to leadership, turning signals from the field into actionable priorities that reduce partner friction and improve how we operate
• Partner cross-functionally with Ops, Product, and Engineering to close loops on edge cases, streamline workflows, and simplify for scale
• Take ownership of internal and partner-facing documentation, ensuring materials stay up to date, easy to follow, and aligned with evolving processes and regulations

Preferred Qualifications

Familiarity with tools like Slack, ChatGPT, Notion, and Zendesk

Benefits

• For full-time employees, Check offers company-sponsored medical, dental, vision, short-term/long-term disability, and basic life insurance coverage, 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 holidays, a 401k retirement plan, and a $100 monthly stipend for home internet and mobile phone expenses