Description:
As our Partner Success Specialist, you’ll be on the front lines of partner support. You’ll make sure every partner receives the fast, accurate, and professional assistance they deserve — whether it’s answering calls, resolving tickets, or collaborating with internal teams to solve challenges. This role is as much about relationship building as it is problem-solving — you’ll create trust, foster loyalty, and be a go-to resource our partners know they can count on.
What You’ll Do
- Manage the partner support phone queue and ensure timely, effective responses.
- Oversee all partner support tickets — acknowledge, escalate, and resolve as needed.
- Build and maintain strong relationships with partners, proactively engaging to understand their needs, anticipate challenges, and celebrate their successes.
- Track ticket volumes, trends, and SLAs, and share insights with leadership.
- Act as the first point of escalation for high-priority or complex partner issues.
- Train and support team members or contractors handling frontline communication.
- Collaborate with Sales, Tech Support, and Product to resolve issues and improve partner experiences.
- Spot patterns in recurring issues and recommend process improvements.
- Maintain knowledge bases, FAQs, and documentation for partner self-service.
- Assist with onboarding and training new partners to set them up for success.
- Deliver a consistent, high-quality experience that reflects our values.
What You Bring
- 3+ years in customer or partner support (payment processing, SaaS, or tech services preferred).
- Experience with support ticketing systems and/or phone queue management (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
- Strong relationship-building skills with a proven ability to foster loyalty and trust.
- Strong problem-solving skills and the ability to stay calm under pressure.
- Excellent written and verbal communication skills.
- Ability to multitask and prioritize in a fast-paced environment.
- A collaborative, positive attitude with a desire to grow.
- Familiarity with CRMs, partner portals, and basic troubleshooting is a plus.