Partner Support Specialist

Job Title: Partner Support Specialist
Location-Type: 100% REMOTE (NYC / SF preferred)
Start Date: ASAP
Duration: 6 month contract
Compensation Range: Up to $135/HR W2
Benefits: Eligible for Health, Dental, Vision, 401K
Must be authorized to work in the U.S. This position is not eligible for sponsorship.

The Partner Experience team builds and operates a global partner network: the program, operations, and infrastructure through which partners build, sell, and deliver solutions.

The Partner Support Specialist role resolves escalated partner issues with quality and speed, and feeds insights back into the system to reduce repeat issues. This role acts as a critical feedback loop within the support model—identifying patterns, highlighting automation opportunities, surfacing policy gaps, and detecting upstream issues early.

We are hiring two contractors to provide consistent U.S. time zone coverage, stabilize SLA performance as the partner network scales, and help build the knowledge base and root-cause taxonomy that the long-term Partner Support team will inherit.

Queue Ownership
Resolve escalated partner issues across onboarding, portal access, tier/status inquiries, incentive claims, and program-related questions within defined SLAs and quality standards. Own the partner support queue day-to-day by triaging issues not handled by automation and routing appropriately:

• Relationship and activation matters to Partner Success
• Named partner escalations to Partner Account Managers
• Contract and compliance inquiries to Legal
• Quoting or deal structuring questions to Deal Desk

Deflection Loop
Collaborate with the Business Process Manager to improve support efficiency. Tag tickets by root cause and identify recurring patterns weekly to drive automation and self-service improvements. Maintain and expand the knowledge base to ensure resolved issues are documented and reusable.

Upstream Signal
Act as an early signal for system or process issues by flagging data inconsistencies, access problems, or entitlement gaps before they scale. Partner with cross-functional teams when broader communication or proactive outreach is required.

• Experience managing support queues across channels such as chatbots, Slack, and email
• Ability to enhance and scale support operations through automation and process improvements
• Strategic mindset with a focus on building sustainable support models
• Mid-to-senior level experience (5 years preferred)
• Leadership potential; opportunity to grow into team management
• Experience with platforms like Intercom or similar support tools, including AI integrations
• Ability to work autonomously, build playbooks, and adapt in a fast-paced environment
• Background from companies like HubSpot or other established organizations is a plus (not required)

• Bachelor's Degree required

• 3-5 years of experience in B2B support, partner/customer operations, or program operations, with ownership of a support queue and quality standards
• Strong written communication skills, especially in high-volume email and Slack-based environments
• Ability to maintain professionalism when handling escalations or frustrated partners
• Strong pattern recognition skills and ability to identify recurring issues and improvement opportunities
• Comfortable working in ambiguous environments and committing to timely follow-ups
• Experience contributing to system/process improvements, not just ticket resolution
• Familiarity with Salesforce Service Cloud, Zendesk, Intercom, or similar platforms preferred
• Experience with partner or channel programs (resellers, SIs, ISVs) and/or knowledge base development preferred
• Multilingual skills are a plus