Partner Support Specialist

Role overview

This opportunity is shared on behalf of a partner organization, which will handle applications and all subsequent hiring steps. The partner is hiring a Partner Support Specialist in Ireland.

In this role, you will help deliver a strong support experience for a growing network of business partners while also improving how support is delivered. The position blends direct case handling with operational work such as automation, workflow refinement, and knowledge management. It is well suited to someone who enjoys resolving issues, spotting patterns, and improving systems.

You will work in a fast-moving, technology-led environment and partner with teams across the business to resolve questions, strengthen self-service content, and find ways to make support more efficient. Your work will contribute to better partner satisfaction, stronger internal processes, and more effective AI-supported service operations. The role is fully remote and offers the chance to have a visible impact in a collaborative setting.

Key responsibilities

• Handle and close escalated partner questions about onboarding, portal access, partner standing, incentive schemes, and operational procedures while upholding service quality.
• Take ownership of the partner support queue, setting priorities, resolving issues on time, and passing complex matters to the right internal teams.
• Work closely with Partner Success, Account Management, Legal, Deal Desk, Marketing, and other departments to coordinate solutions and ensure a smooth partner experience.
• Review support cases to uncover repeat issues, underlying causes, and trends that can be reduced through automation, improved documentation, or better processes.
• Help improve support workflows, operating models, and partner-facing service experiences on an ongoing basis.
• Build and maintain knowledge resources such as FAQs, help-center articles, internal guides, and self-service materials.
• Track data quality, access rights, partner records, and system-related issues, and raise potential risks or inconsistencies early.
• Assist with communication around broad partner incidents, policy updates, and process changes.
• Ensure every partner interaction is handled in a professional, consistent way and aligned with company policies and service expectations.
• Work with operational stakeholders to improve 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 similar support-oriented operations role.
• Experience managing support queues while meeting service-level targets and quality standards.
• Strong written communication skills with the ability to respond clearly, briefly, and professionally.
• Good analytical thinking and pattern recognition, with a proactive mindset for identifying repeat issues and improvement opportunities.
• Ability to perform well in fast-changing environments with shifting priorities and some ambiguity.
• Strong organization and close attention to detail when handling several cases and workflows at once.
• A professional, empathetic approach when dealing with sensitive or escalated partner concerns.
• Interest in process improvement, operational excellence, and AI-enabled support tools.
• Ability to collaborate effectively with cross-functional teams and internal stakeholders.
• Comfort with process documentation, knowledge-base upkeep, and building self-service resources.
• Strong problem-solving ability and a focus on delivering a high-quality partner experience.

Preferred qualifications

• Experience using support or customer service tools such as Salesforce Service Cloud, Zendesk, Intercom, or similar platforms.
• Familiarity with partner ecosystems, channel programs, resellers, systems integrators, or technology partnerships.
• Background in creating or maintaining help centers, FAQs, knowledge bases, or support documentation.
• Additional language skills that can support regional partner groups.
• Exposure to AI-based support tools, automation platforms, or workflow improvement initiatives.

Benefits

• Competitive hourly pay.
• Fully remote working arrangement.
• Opportunity to work with innovative AI-based technologies and partner ecosystems.
• Medical, dental, and vision coverage.
• Supplemental insurance options, including accident, critical illness, and hospital cover.
• 401(k) retirement savings plan.
• Life and disability insurance.
• Employee assistance program (EAP).
• Legal support benefits.
• Discount programs for auto and home insurance.
• Pet insurance options.
• Employee discounts through selected vendors.
• Supportive team culture with opportunities for professional development.

Additional information

Applications are reviewed through an AI-supported matching process to help shortlist candidates against the role’s main requirements. The shortlist is passed to the hiring company, and their internal team manages interviews, assessments, and final selection.

By submitting an application, candidates acknowledge that personal data may be processed for assessment and shared with the hiring employer in line with applicable data protection laws, including GDPR. Applicants can request access, correction, deletion, or objection where permitted by law.

AI tools may be used to assist parts of the recruitment workflow, including application review, resume analysis, and consistency checks. These tools support the recruitment team but do not replace human review, and final hiring decisions are made by people.