Partner Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Partner Support Specialist based in United Kingdom.

As a Partner Support Specialist, you will play a key role in delivering an exceptional experience for a growing ecosystem of business partners while helping scale support operations through automation, process improvement, and knowledge management. This position combines hands‑on issue resolution with operational optimization, making it ideal for someone who enjoys both problem‑solving and systems thinking. Working within a fast‑paced, technology‑driven environment, you will collaborate with cross‑functional teams to address partner inquiries, improve self‑service resources, and identify opportunities to streamline support processes.

Your insights will directly contribute to enhancing partner satisfaction, operational efficiency, and the effectiveness of AI‑enabled support solutions. This is an exciting opportunity to make a measurable impact while working remotely in a highly collaborative and innovative setting.

• Manage and resolve escalated partner inquiries related to onboarding, portal access, partner status, incentive programs, and operational processes while maintaining high service standards.
• Own and prioritize the partner support queue, ensuring timely issue resolution and appropriate routing of complex cases to internal stakeholders.
• Collaborate with Partner Success, Account Management, Legal, Deal Desk, Marketing, and other teams to coordinate resolutions and deliver seamless partner experiences.
• Analyze support requests to identify recurring issues, root causes, and trends that can be addressed through automation, self‑service resources, or process improvements.
• Contribute to the continuous enhancement of operational workflows, support models, and partner‑facing experiences.
• Maintain and expand knowledge management resources, including FAQs, help center content, internal documentation, and self‑service support materials.
• Monitor data quality, access permissions, partner records, and system‑related issues, proactively identifying potential risks or inconsistencies.
• Support communication initiatives related to widespread partner issues, updates, or process changes.
• Ensure all partner interactions are handled professionally, consistently, and in alignment with established policies and service standards.
• Partner with operational stakeholders to strengthen feedback loops and drive continuous improvement initiatives across support functions.

• 2–4 years of experience in B2B support, partner operations, customer operations, program operations, or a similar operational support role.
• Experience managing support queues while consistently meeting service‑level expectations and quality standards.
• Excellent written communication skills with the ability to provide clear, concise, and professional responses.
• Strong analytical thinking and pattern‑recognition abilities, with a proactive approach to identifying recurring issues and improvement opportunities.
• Ability to work effectively in fast‑paced environments with evolving priorities and occasional ambiguity.
• Strong organizational skills and attention to detail when managing multiple cases and workflows simultaneously.
• Professional and empathetic approach to handling sensitive or escalated partner interactions.
• Interest in process optimization, operational excellence, and AI‑enabled support solutions.
• Ability to collaborate effectively with cross‑functional teams and stakeholders.
• Comfortable documenting processes, maintaining knowledge bases, and contributing to self‑service resources.
• Strong problem‑solving skills and a commitment to delivering a high‑quality partner experience.

Preferred Qualifications:

• Experience with support and customer service platforms such as Salesforce Service Cloud, Zendesk, Intercom, or similar tools.
• Familiarity with partner ecosystems, channel programs, resellers, systems integrators, or technology partnerships.
• Experience creating or maintaining knowledge bases, help centers, FAQs, or support documentation.
• Additional language…