Partner Support Specialist

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