Partner Support Specialist

Role overview

This is a 12-month contract for a Partner Support Specialist supporting the Claude Partner Network. The position is fully remote, with work scheduled to EMEA hours. The hourly pay rate is $130 to $135 on W2.

What you will do

• Handle escalated issues from partners involving onboarding, portal access, partner status, incentive claims, and policy-related questions.
• Review the support queue, prioritize incoming requests, and send cases to the right internal groups such as Partner Success, Account Management, Legal, and Deal Desk.
• Look for repeated patterns in support requests and suggest ways to automate work or improve self-service.
• Keep knowledge base content, FAQs, and support materials current and useful.
• Track and flag problems related to data, access, and partner entitlements.
• Work with Partner Marketing to send proactive communications when issues affect multiple partners.

What the company is looking for

• 2 to 4 years of experience in B2B support, partner operations, customer operations, or program operations.
• Hands-on experience handling support queues while meeting service-level expectations.
• Excellent written communication and a strong approach to solving problems.
• Ability to spot trends, investigate root causes, and help improve processes.
• A professional, customer-first mindset when working on escalated cases.
• Comfort working in a fast-moving support environment with AI-driven tools and workflows.

Preferred background

• Experience using Salesforce Service Cloud, Zendesk, Intercom, or a similar ticketing platform.
• Exposure to partner or channel programs such as resellers, system integrators, or ISVs.
• Experience writing or updating help center content, FAQs, or knowledge base articles.
• Additional language abilities are considered an advantage.

About the employer

Dexian is a global staffing, IT, and workforce solutions provider with more than 12,000 employees and 70 offices worldwide. Formed in 2023 through the merger of DISYS and Signature Consultants, the company brings together talent, technology, and organizations to deliver business results. Its brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development, and Dexian IT Solutions. Dexian is an equal opportunity employer and considers qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.