Partner Support Specialist

Role overview

Provide first- and second-level operational support for partner and service-provider programs, helping partners, distributors, and internal program teams resolve requests and complete transactions. The role combines case handling, phone and chat support, cross-functional coordination, and process improvement, with increasing ownership of program procedures and escalations as you gain familiarity.

Responsibilities

- Process partner requests and concerns in Salesforce while meeting quality expectations and service-level targets. - Respond to partner questions by phone and chat, explain applicable processes, and work cases through resolution. - Manage priorities and escalations, identify emerging issues early, and coordinate with downstream operational and sales teams. - Handle routine and moderately complex transactions and serve as a point of contact for critical process decisions or changes. - Document procedures and contribute ideas to simplify workflows, reduce unnecessary steps, and improve operational efficiency.

Requirements

- Customer service experience and strong written and verbal communication skills. - Familiarity with Salesforce or similar case-management workflows. - Ability to prioritize requests, analyze issues, and handle escalations independently. - Willingness to provide phone and chat support and coordinate with multiple teams to resolve partner needs.

Nice to have

- Previous experience supporting partner programs.