Partner Support Specialist
Location: Fully Remote
Schedule: Must be able to support EMEA business hours
Employment Type: 12-month W2 contract
Pay Rate: $125–$135/hour
Russell Tobin is seeking a Partner Support Specialist to support a leading AI technology client. This role sits within a Partner Experience function responsible for building and scaling the systems, operations, and infrastructure that enable thousands of partners to build, sell, and deliver AI-powered solutions.
This is not a traditional support role. The Partner Support Operations Specialist will resolve partner issues that require human judgment while also helping improve the broader support model. The ideal candidate is someone who can move quickly, communicate clearly, identify recurring patterns, and turn support insights into better self-service, automation, and operational processes.
Responsibilities
- Resolve escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics within defined service levels and quality standards.
- Own the day-to-day partner support queue, triaging issues that automation did not resolve and routing items to the appropriate internal teams.
- Direct relationship and activation matters to Partner Success, named-partner escalations to Partner Account Managers, contract and compliance questions to Legal, and quoting or deal-structuring questions to Deal Desk.
- Tag tickets by root cause and surface recurring support patterns as candidates for automation, self-service, FAQ updates, or process improvements.
- Partner with business process stakeholders to strengthen the feedback loop between support activity, operational improvements, and automation opportunities.
- Maintain and expand the internal and external knowledge corpus that powers self-service support, ensuring resolved answers are captured for FAQs, help content, and agent-based support layers.
- Identify early signals of data, systems, or access issues, including incorrect partner tier/status information or missing portal entitlements.
- Collaborate with Partner Marketing when widespread issues require proactive partner-facing communications rather than one-off ticket responses.
- Maintain a calm, professional, and policy-aligned tone when communicating with partners, including in escalated or sensitive situations.
Qualifications
- 2–4 years of experience in B2B support, partner operations, customer operations, program operations, or a similar queue-based operational role.
- Experience owning a support queue, meeting service-level expectations, and maintaining a high quality bar.
- Excellent written communication skills, with the ability to respond clearly, quickly, and professionally.
- Strong pattern recognition skills and curiosity about why similar issues recur.
- Comfort working in ambiguity, acknowledging when additional information is needed, and committing to clear follow-up timelines.
- Ability to maintain professionalism with frustrated partners while upholding program policies.
- Interest in AI-native support models where improving the system is as important as resolving individual tickets.
Preferred Qualifications
- Experience with Salesforce Service Cloud, Zendesk, Intercom, or a similar support platform.
- Prior exposure to partner or channel programs, including resellers, systems integrators, ISVs, or cloud partner ecosystems.
- Experience contributing to a knowledge base, help center, FAQ library, or support content corpus.
- Second-language proficiency, especially for regional partner support needs.
About the Role
This role is ideal for someone who enjoys both execution and improvement. You will be responsible for resolving partner issues with quality and speed, while also identifying what the organization can automate, clarify, or fix upstream so the same issues do not continue to require manual support.
The right candidate will be detail-oriented, systems-minded, and comfortable operating in a fast-moving environment where partner experience, operational rigor, and AI-enabled support are all central to the work.
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
Equal Employment Opportunity
Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Fair Chance Employment
Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.
Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.
Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.
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