Partner Success Specialist

As our Partner Success Specialist, you’ll be on the front lines of partner support. You’ll make sure every partner receives the fast, accurate, and professional assistance they deserve — whether it’s answering calls, resolving tickets, or collaborating with internal teams to solve challenges. This role is as much about relationship building as it is problem-solving — you’ll create trust, foster loyalty, and be a go-to resource our partners know they can count on.

What You’ll Do

Manage the partner support phone queue and ensure timely, effective responses.

Oversee all partner support tickets — acknowledge, escalate, and resolve as needed.

Build and maintain strong relationships with partners, proactively engaging to understand their needs, anticipate challenges, and celebrate their successes.

Track ticket volumes, trends, and SLAs, and share insights with leadership.

Act as the first point of escalation for high-priority or complex partner issues.

Train and support team members or contractors handling frontline communication.

Collaborate with Sales, Tech Support, and Product to resolve issues and improve partner experiences.

Spot patterns in recurring issues and recommend process improvements.

Maintain knowledge bases, FAQs, and documentation for partner self-service.

Assist with onboarding and training new partners to set them up for success.

Deliver a consistent, high-quality experience that reflects our values.

What You Bring

3+ years in customer or partner support (payment processing, SaaS, or tech services preferred).

Experience with support ticketing systems and / or phone queue management (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).

Strong relationship-building skills with a proven ability to foster loyalty and trust.

Strong problem-solving skills and the ability to stay calm under pressure.

Excellent written and verbal communication skills.

Ability to multitask and prioritize in a fast-paced environment.

A collaborative, positive attitude with a desire to grow.

Familiarity with CRMs, partner portals, and basic troubleshooting is a plus.

#J-18808-Ljbffr