Partner Support Specialist

Were looking for a Partner Support Specialist who can do much more than answer questions and manage tickets.

This is a high-ownership client-facing role for someone who can lead conversations onboard and train clients troubleshoot problems manage difficult situations and take ownership from the moment an issue appears until it is fully resolved.

You will work closely with clients and internal teams across Sales Operations Product and Engineering. Youll need to be comfortable getting on a call when something is urgent asking the right questions understanding what is actually happening and moving the situation toward a solution.

If youre someone who stays calm when a client is frustrated learns software quickly communicates clearly and takes personal ownership of the client experience this could be a strong fit.

What Youll Do

• Onboard new clients through kickoff calls live walkthroughs training sessions and Q&A
• Become a trusted point of contact for clients after launch
• Monitor client adoption and identify potential issues before they become larger problems
• Respond quickly when a client is blocked frustrated or needs immediate assistance
• Lead difficult client conversations with confidence empathy and sound judgment
• Troubleshoot workflow platform and process issues
• Ask strong diagnostic questions and work toward identifying root causes
• Translate client issues into clear actionable information for Product Engineering and Operations
• Track open issues through resolution and make sure nothing falls through the cracks
• Gather client feedback and identify recurring pain points
• Help improve processes documentation and client success playbooks
• Identify potential renewal expansion and upsell opportunities in partnership with Sales
• Manage multiple client conversations projects and priorities simultaneously

Working Hours & Compensation

• This is a fully remote position but candidates must be available to work PST time and business hours as required.
• Independent Contract position
• $6.50 USD per hour
• Paid weekly in arrears
• Paid training

Essential Remote Technology Requirements

Because this is a fully remote position candidates must meet all of the following requirements:

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam
• Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired Ethernet connection
• Reliable backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

To ensure fairness and consistency all applicants must complete every stage of the hiring process.

Our process includes:

1. Resume Review
2. Pre-Screen Questionnaire
3. One-Way Video Interview
4. Pre-Screen interview
5. Live Interviews
6. Background Check

Important

• All resumes must be submitted in English to be considered for this position.
• Candidates must successfully complete the required hiring stages and possibly pass a background check to be considered for final selection.
• This is a full-time opportunity. We are looking for candidates who are genuinely interested in building a long-term career in a client-facing Partner Support / Customer Success environment.

Requirements:

What Were Looking For

We want someone who:

• Has 2 years of experience in SaaS Customer Success Partner Success Implementation Account Management or a similar client-facing role
• Has experience onboarding customers and leading remote demos walkthroughs or training sessions
• Is comfortable working inside software platforms and learning new technical workflows quickly
• Can troubleshoot problems and distinguish symptoms from root causes
• Is confident communicating with clients at different levels
• Can remain calm and professional when dealing with frustrated or demanding clients
• Takes ownership rather than waiting to be told what to do
• Is highly organized and strong with follow-through
• Can manage multiple accounts projects or client issues at the same time
• Is proactive and comfortable working in a fast-moving environment
• Can build trust quickly while still being comfortable having difficult conversations

Nice to Have

• Experience in healthcare telehealth or another regulated environment
• Experience working directly with Product or Engineering teams
• Familiarity with CRMs ticketing systems support platforms or implementation tools
• Experience with renewals account expansion upselling or commercial account growth