Partner Support Associate

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Act as the primary support contact and subject matter expert for partner programs, addressing both internal and external inquiries.

• Address standard requests concerning onboarding, portal access, deal registration, program requirements and benefits, certification, enablement, and program policies.

• Assess and direct complex requests with complete context, set clear expectations, maintain ownership until resolution, and document partner interactions in Salesforce or Partner Central.

• Design, configure, test, launch, and sustain AI agents that assist partners and partner-facing teams.

• Keep AI agent knowledge sources up-to-date, monitor answer quality and adoption, and suggest new agent use cases based on support trends and feedback.

• Transform frequently asked questions into FAQs, how-to guides, short videos, knowledge articles, and templates.

• Publish and manage partner-facing content in Partner Central and Highspot.

• Monitor case volume, categories, response times, and outcomes.

• Create simple dashboards and identify recurring friction points.

• Suggest improvements to processes, content, or systems based on support data and partner feedback.

• Ensure data quality in Salesforce and Partner Central.

• Provide assistance with onboarding checklists, compliance tracking, partner communications, and readiness for program launches.

⛳️ Requirements

• A bachelor's degree in business, information systems, data analytics, communications, or a related field, or equivalent practical experience.

• Excellent written and verbal communication skills in English, with a minimum proficiency level of C1.

• A service-oriented mindset, sound judgment, and a keen attention to detail.

• Ability to manage a consistent workload, clearly explain processes, and maintain accurate records across multiple systems and partner interactions.

• Practical experience in building or testing AI agents, chatbots, or assistants, including prompt design, knowledge sources, and answer quality assessment.

• Proficiency in Excel and basic reporting tasks.

• Capability to support data quality and contribute to operational dashboards and program tracking.

• Experience with low-code forms or workflow tools, CRM or case-management systems like Salesforce, partner ecosystems, channel programs, or B2B software environments.

• Familiarity with Power BI or a similar data visualization and reporting tool.

• Proficiency in an additional language, preferably Spanish.

• Ability to collaborate across various functions without direct authority and communicate effectively with partners from diverse regions and cultures.

• A proactive, self-starting attitude with the capacity to take ownership, handle competing priorities, and drive issues to resolution.

🏝️ Benefits

• Fully remote work opportunities.

• Flexible working hours.

• Employee Assistance Program.

• Support for health and wellbeing.

• Access to a Learning Management System.

• Lifestyle Spending Account.

• Reimbursement for eyeglasses.

• Country-specific benefits tailored to local market practices and regulations.

• Resources for career development.

• Wellbeing programs.

• Innovation practices.