Partner Support Specialist

Job Summary

To enhance the AI Product Partner Network, the freelance Partner Support Specialist will resolve escalated partner issues, manage the support queue, and contribute to system improvements while working remotely and aligning with EMEA time zones.

Key responsibilities

• Resolve escalated partner issues related to onboarding, portal access, and program mechanics while maintaining service levels and quality standards
• Manage the partner support queue, triaging issues and routing them to appropriate teams as necessary
• Maintain and grow the knowledge corpus for self-serve support, capturing resolved answers for the FAQ and agent layer

Required qualifications

• Minimum of 2 years in B2B support, partner or customer operations, or program operations
• Strong written communication skills for effective interaction with partners
• Ability to identify patterns in recurring issues and suggest improvements
• Experience with support tools such as Salesforce Service Cloud, Zendesk, or Intercom
• Comfortable working in an AI-native support model focused on continuous system improvement