Manager, Partner Support

This is a fully remote position, open to applicants in New York.

📋 Description

• Guide, mentor, and train Partner Support associates while promoting collaboration and ensuring adherence to SLAs.

• Address the daily needs of client accounts and provide customized platform recommendations.

• Prioritize and resolve escalated cases while ensuring client satisfaction.

• Work alongside Product and Technical teams on specialized or technically challenging cases.

• Record escalation actions and resolutions to facilitate knowledge sharing and process enhancement.

• Diagnose and address complex technical issues, including configuration errors and platform inconsistencies.

• Offer advanced guidance on platform features and step-by-step assistance for how-to inquiries.

• Oversee and implement intricate offer configurations across both front-end and back-end systems.

• Test and validate offers to ensure they align with client objectives and functionality.

• Share best practices to optimize offer setups and enhance client results.

• Collaborate with Product and Training teams to improve workflows, update knowledge base content, and refine training resources.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Proven capability to manage and lead teams, mentor associates, and cultivate a collaborative, high-performance culture.

• Demonstrated experience in team coordination, workload management, and leveraging team strengths for efficient case resolution and SLA compliance.

• Expertise in diagnosing and resolving complex technical issues.

• Strong written and verbal communication abilities.

• Exceptional time-management skills and capacity to prioritize multiple escalated cases while meeting SLA standards.

• Ability to identify areas for improvement, recommend optimizations, and support resources that streamline support workflows.

• Willingness to collaborate with Partner Support Associates, Implementation, Customer Support, and Technical teams.

• Proficiency in Salesforce CRM + Service.

• Experience with JIRA and Monday.com for ticket management.

• Proficient in Slack.

• Proficient in G-Suite.

🏝️ Benefits

• Competitive base salary.

• Remote-based position within the U.S.

• Comprehensive benefits package, including health, dental, and vision insurance, along with supplemental benefits options.

• 401(k) retirement plan.

• Flexible Paid Time Off.

• Opportunities for professional growth and development within an innovative and forward-thinking organization.