Customer Operations Specialist
Hi, Job Title: Partner Support Specialist/ Customer Operations Specialist Location: Remote Duration: 12+ months contract with extensio n Payrate: $110 to $120/hr. on W 2 About the Ro le:The Partner Support Specialist is that person. The role resolves escalated partner issues with quality and pace, and feeds what it learns back into the system so the same issue does not need a person next time. We see this role as the feedback loop that makes the support model work: spotting patterns, flagging what should be automated, surfacing policy gaps, and noticing early when something upstream is brok en. Responsibilit
- ies:Resolve human-escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics, within a defined service level and to a clear quality
- bar.Own the partner support queue day to day. Triage what automation did not catch and route what belongs elsewhere, sending relationship and activation matters to Partner Success, named-partner escalations to the relevant Partner Account Manager in BD or Cloud Partnerships, contract and compliance questions to Legal, and quoting or deal-structuring questions to the central Deal D
- esk.Feed the deflection loop with the Business Process Manager. Tag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidates so the system improves with every resolut
- ion.Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket repl
ies. Strong candidates may also
- haveExperience with Salesforce Service Cloud, Zendesk, Intercom, or sim
- ilar.Prior exposure to partner or channel programs such as resellers, SIs, or
- ISVs.A second language, which will be useful as the role regional
- izes.Experience contributing to a knowledge base, help center, or FAQ co
rpus.