Partner Support Specialist

Role overview

This role supports a partner company and all applications, reviews, and next steps are handled by that employer. The position is for a Partner Support Specialist in Germany and is fully remote.

You will help deliver a strong support experience for a growing network of business partners while also improving the way support is delivered. The job blends direct issue resolution with process enhancement, automation, and knowledge management. It suits someone who enjoys solving problems, working across systems, and making support operations more efficient.

In a fast-moving, technology-focused environment, you will work with multiple internal teams to resolve partner questions, improve self-service materials, and spot opportunities to streamline workflows. Your work will help raise partner satisfaction, improve operational performance, and strengthen AI-enabled support processes.

Accountabilities

• Handle escalated partner questions about onboarding, portal access, partner status, incentive programs, and other operational topics, while keeping service quality high.
• Take ownership of the partner support queue, set priorities, and ensure complex matters are directed to the right internal teams.
• Work closely with Partner Success, Account Management, Legal, Deal Desk, Marketing, and other stakeholders to coordinate timely resolutions.
• Review incoming support cases to find repeated problems, underlying causes, and trends that can be solved through automation, better self-service, or workflow changes.
• Help improve support processes, operating models, and the overall partner experience on an ongoing basis.
• Update and grow knowledge resources such as FAQs, help center articles, internal guides, and self-service materials.
• Track data accuracy, access rights, partner records, and system-related concerns, and flag possible issues early.
• Assist with partner communications when there are broad issues, updates, or process changes.
• Make sure every partner interaction is handled with professionalism, consistency, and compliance with policy and service expectations.
• Work with operational teams to strengthen feedback loops and support continuous improvement across support functions.

Requirements

• 2 to 4 years of experience in B2B support, partner operations, customer operations, program operations, or a comparable support-focused operations role.
• Hands-on experience managing support queues and meeting service-level targets and quality benchmarks.
• Strong written communication skills with the ability to respond clearly, concisely, and professionally.
• Good analytical thinking and pattern recognition, with a proactive mindset for identifying recurring issues and improvement opportunities.
• Ability to perform well in a fast-paced setting with changing priorities and occasional ambiguity.
• Well-developed organization skills and close attention to detail when handling multiple cases and workflows at once.
• Professional, empathetic approach when dealing with sensitive or escalated partner situations.
• Interest in process improvement, operational excellence, and AI-supported service solutions.
• Ability to collaborate effectively with cross-functional teams and internal stakeholders.
• Comfort with documenting processes, maintaining knowledge bases, and building self-service resources.
• Strong troubleshooting ability and commitment to delivering an excellent partner experience.
• Preferred experience with tools such as Salesforce Service Cloud, Zendesk, Intercom, or similar support platforms.
• Familiarity with partner ecosystems, channel programs, resellers, systems integrators, or technology partnership models is a plus.
• Experience writing or maintaining help center content, FAQs, knowledge bases, or support documentation is preferred.
• Additional language skills to support regional partner groups are an advantage.
• Exposure to AI-driven support tools, automation software, or workflow optimization projects is beneficial.

Benefits

• Competitive hourly pay package.
• 100% remote work arrangement.
• Chance to work with innovative AI-based technology and partner ecosystems.
• Medical, dental, and vision insurance coverage.
• Optional supplemental cover for accidents, critical illness, and hospital stays.
• 401(k) retirement savings plan.
• Life insurance and disability insurance.
• Employee assistance program.
• Legal support benefits.
• Discount programs for auto and home insurance.
• Pet insurance options.
• Employee discounts through selected vendors.
• Collaborative, supportive environment with room for professional development.

Additional information

The hiring process uses an AI-based matching system to review applications quickly and fairly against the role’s core requirements. The system identifies the strongest matches, and that shortlist is then shared with the employer. Final decisions, interviews, and assessments are handled by the company’s internal hiring team.

By applying, candidates acknowledge that their personal data may be processed to assess candidacy and shared with the hiring employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. Candidates can exercise rights such as access, correction, deletion, and objection at any time.

AI tools may also support parts of the recruitment workflow, such as reviewing applications, analyzing resumes, assessing responses, and identifying possible inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people.