Partner Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Managing incoming operational support inquiries

• Diagnosing reported issues effectively

• Assessing each request and collecting all necessary information for resolution

• Escalating to Product and Engineering with a well-structured, actionable brief

• Keeping Managed Service Providers (MSPs) updated with clear status reports, estimated time of arrivals (ETAs), and confirmation upon resolution deployment

• Monitoring all open bugs and feature requests from initiation → triage → resolution → release → communication with MSPs

• Conducting weekly bug triage meetings with Product and Engineering

⛳️ Requirements

• Over 4 years of experience in operational customer support or customer care, QA with client-facing roles, within a B2B SaaS environment

• Familiarity with ticketing systems such as Zendesk, Intercom, or equivalent

• Strong product knowledge combined with basic technical instincts

• Exceptional written communication skills

• Outstanding interpersonal abilities

• A proactive operator mindset

• Experience with AI integrated into daily tasks

🏝️ Benefits

• Comprehensive health and dental insurance

• 401(k) retirement savings plan