Partner Support Specialist

Role overview

This is a fully remote Partner Support Specialist position supporting a leading AI technology client. The role is part of a Partner Experience team that helps build and scale the systems, processes, and infrastructure used by thousands of partners to build, sell, and deliver AI-based solutions.

It is a 12-month W2 contract and requires working EMEA business hours. The pay rate is $125-$135 per hour.

The position is designed for someone who can resolve complex partner issues with sound judgment, communicate with clarity, and spot recurring problems that can be turned into stronger self-service, automation, and operational improvements.

What the job involves

• Handle advanced partner issues related to onboarding, portal access, partner tier and status questions, incentive claims, and program rules while meeting service-level and quality expectations.
• Manage the daily support queue, sort requests that automation could not solve, and send items to the correct internal teams.
• Route relationship and activation matters to Partner Success, named-partner escalations to Partner Account Managers, legal and compliance topics to Legal, and quoting or deal-structure questions to Deal Desk.
• Classify tickets by root cause and highlight repeated issues that should become automation opportunities, self-service content, FAQ updates, or process changes.
• Work with business process stakeholders to strengthen the connection between support work, operational fixes, and automation improvements.
• Keep internal and external knowledge resources current so that resolved answers feed FAQs, help articles, and agent support tools.
• Identify early warning signs of data, system, or access problems, including incorrect partner tier/status data or missing portal permissions.
• Partner with Partner Marketing when a broad issue calls for proactive partner communications instead of individual ticket replies.
• Communicate in a calm, professional, and policy-consistent manner, including in sensitive or escalated situations.

Candidate profile

The ideal candidate has experience in queue-based support or operations, is comfortable balancing execution with process improvement, and can work well in a fast-moving environment where partner experience and AI-enabled support matter equally.

Experience and qualifications

• 2-4 years of experience in B2B support, partner operations, customer operations, program operations, or a similar queue-driven role.
• Proven ability to own a support queue, meet service-level targets, and maintain strong quality standards.
• Excellent written communication skills with the ability to respond quickly, clearly, and professionally.
• Strong ability to spot patterns and a natural curiosity about why repeated issues continue to happen.
• Comfort working through ambiguity, asking for missing information when needed, and setting clear follow-up timelines.
• Ability to stay professional with frustrated partners while still enforcing program policies.
• Interest in AI-native support approaches where improving the system is as important as solving the ticket.

Preferred experience

• Exposure to Salesforce Service Cloud, Zendesk, Intercom, or a similar support platform.
• Experience supporting partner or channel ecosystems such as resellers, systems integrators, ISVs, or cloud partners.
• Background contributing to a knowledge base, help center, FAQ library, or support content system.
• Second-language ability, especially for regional partner support needs.

Compensation and employment terms

This role is a 12-month W2 contract with an hourly pay range of $125 to $135. No other compensation details were provided.

Benefits and employee support

Eligible employees receive comprehensive medical, dental, and vision coverage, plus supplemental accident, critical illness, and hospital indemnity insurance. Additional offerings include a 401(k) retirement savings plan, life and disability insurance, an employee assistance program, legal support, auto and home insurance, pet insurance, and discounts with preferred vendors.

Equal opportunity and fair hiring

The employer states that it is an equal opportunity organization and does not discriminate based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision-making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other protected characteristic under applicable law.

The employer also states that it is a Fair Chance employer and reviews qualified applicants with criminal histories in line with applicable state and local Fair Chance laws, including the California Fair Chance Act and related ordinances.

Accommodations

Reasonable accommodations are available for applicants and employees with disabilities. Candidates needing support during the application or interview process, or to perform essential job functions, should contact the employer.

San Francisco notice

For San Francisco candidates, the employer notes that written notice of lactation accommodation rights will be provided automatically upon hiring and also upon any inquiry related to parental leave or lactation accommodation.