Partner Support Specialist
Mondo
Job Description
Job Description
Apply now: Partner Support Specialist, location is Remote (EMEA Time Zones). The start date is ASAP for this contract position.
Job Title: Partner Support Specialist
Location-Type: Remote (Must work EMEA time zones)
Start Date Is: ASAP
Duration: 6 month Contract
Compensation Range: 125-135/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 .
Job Description:
Support and enhance the client's partner ecosystem by resolving escalated partner issues, improving support processes, and contributing to scalable self-service solutions.
Day-to-Day Responsibilities:
- Resolve escalated partner support inquiries related to onboarding, portal access, program tiers, incentives, and partner program policies
- Manage and prioritize the partner support queue while meeting service-level expectations
- Route specialized issues to appropriate internal teams including Partner Success, Account Management, Legal, and Deal Desk
- Analyze recurring support trends and identify automation or self-service opportunities
- Maintain and improve knowledge base content, FAQs, and support documentation
- Identify and escalate system, access, or data integrity issues
- Collaborate with cross-functional teams to communicate widespread partner-impacting issues
Minimum Requirements:
- 2–4 years of experience in B2B support, customer operations, partner operations, or program operations
- Must work EMEA time zones
- Experience managing a support queue with defined service levels and quality standards
- Strong written communication skills with the ability to handle partner-facing interactions professionally
- Ability to troubleshoot issues, identify root causes, and recognize recurring patterns
- Comfortable working cross-functionally and escalating issues appropriately
- Ability to balance customer satisfaction with policy enforcement
- Experience working in fast-paced, process-driven environments
- Experience with Salesforce Service Cloud, Zendesk, Intercom, or similar support platforms
- Prior experience supporting partner, channel, reseller, SI, or ISV programs
- Experience maintaining knowledge bases, FAQs, or help center content
- Additional language proficiency supporting global partners
- Exposure to AI-enabled support environments and automation initiatives
Vacancy posted 2 days ago
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