Delivery & Support Operations Assistant

Delivery & Support Operations Assistant

Remote - Philadelphia, PA

At Partnerize, we're on a mission to transform the way businesses grow. We've built the leading partnership automation platform that empowers brands to discover, engage, and convert their audiences at scale. From affiliate marketing to influencer collaborations, we help our clients build and manage profitable partnerships that drive real results. We're a team of passionate problem-solvers who are dedicated to helping our clients win in the ever-evolving world of digital marketing.

We're looking for passionate, talented people who want to be part of a winning team. At Partnerize, you'll find a culture of collaboration, innovation, and respect. We're guided by our core values, and we're committed to creating an environment where everyone can do their best work. We also offer a competitive salary, generous benefits, and a flexible work environment that allows you to thrive both personally and professionally. If you're ready to grow your career and make a difference, we'd love to hear from you.

Our mission is to deliver an exceptional customer experience, ensuring our clients fully leverage Partnerize to drive revenue growth. In this dual-focused role, you will sit at the intersection of Customer Support and Delivery Operations. You will empower our global customer base through world-class support and software training, while also driving operational success by managing key administrative deliverables for our service-package clients.

What You'll Do:

• Serve as a trusted point of contact for global customer inquiries.
• Consult with users to help them confidently navigate and utilize our software.
• Handle essential administrative tasks to fulfill our service package commitments.

This is an entry-level position. No prior experience is required, as comprehensive training will be provided. This is a 12 month temporary assignment.

Essential Knowledge, Skills, and Abilities

• Remote Self-Management: Proven ability to work productively and maintain focus in a remote environment without constant direct supervision.
• Task Prioritization: Strong organizational skills with a track record of managing a high volume of tasks, deadlines, and customer tickets simultaneously.
• Clear Professional Communication: Ability to explain complex software features or technical steps clearly and concisely to non-technical users, both in writing and on video calls.
• Analytical Problem-Solving: A logical approach to troubleshooting; ability to diagnose customer issues, identify root causes, and guide them to a solution.
• Computer Literacy & Technical Aptitude: High comfort level navigating multiple software applications simultaneously, with the ability to quickly learn new internal systems and platforms.
• Collaborative Mindset: Comfort working as part of a global team, actively participating in team channels, and sharing knowledge with peers.

Desirable Knowledge, Skills, and Abilities

• Prior experience in a customer-facing or ticketing-based support role (experience with Zendesk or Jira is a strong plus).
• Basic proficiency in Microsoft Excel or Google Sheets (e.g., filtering data, sorting, basic formatting and formulas) and experience handling routine administrative tasks.
• A foundational interest in digital marketing, SaaS, or partner marketing.
• Familiarity with using AI tools to streamline workflows.

Key Responsibilities

Global Customer Support

• Serve as the first point of contact for clients and partners, managing inquiries through to resolution while meeting strict SLA and KPI targets.
• Create, update, and maintain clear internal processes and external user-facing documentation.
• Assist senior team members with platform walk-throughs and live demonstrations for customers.

Operations & Administrative Deliverables

• Support client campaigns by uploading and organizing creative marketing content within the platform.
• Work closely with internal technical and account teams to deliver seamless, comprehensive service to our global clients.
• Execute routine commission adjustments and overrides.
• Assist with monthly client invoicing processes, ensuring accuracy and attention to detail.
• Build, generate, and reconcile reports for service-package clients.

Our Commitment to Diversity & Inclusion

We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization's success. Every individual in our business is expected to live this commitment without exception.