Partner Support Specialist - Fully Remote

Responsibilities

• Resolve escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics within defined service levels and quality standards.
• Own the day-to-day partner support queue, triaging issues that automation did not resolve and routing items to the appropriate internal teams.
• Direct relationship and activation matters to Partner Success, named-partner escalations to Partner Account Managers, contract and compliance questions to Legal, and quoting or deal-structuring questions to Deal Desk.
• Tag tickets by root cause and surface recurring support patterns as candidates for automation, self-service, FAQ updates, or process improvements.
• Partner with business process stakeholders to strengthen the feedback loop between support activity, operational improvements, and automation opportunities.
• Maintain and expand the internal and external knowledge corpus that powers self-service support, ensuring resolved answers are captured for FAQs, help content, and agent-based support layers.
• Identify early signals of data, systems, or access issues, including incorrect partner tier/status information or missing portal entitlements.
• Collaborate with Partner Marketing when widespread issues require proactive partner-facing communications rather than one-off ticket responses.
• Maintain a calm, professional, and policy-aligned tone when communicating with partners, including in escalated or sensitive situations.

Qualifications

• 2-4 years of experience in B2B support, partner operations, customer operations, program operations, or a similar queue-based operational role.
• Experience owning a support queue, meeting service-level expectations, and maintaining a high quality bar.
• Excellent written communication skills, with the ability to respond clearly, quickly, and professionally.
• Strong pattern recognition skills and curiosity about why similar issues recur.
• Comfort working in ambiguity, acknowledging when additional information is needed, and committing to clear follow-up timelines.
• Ability to maintain professionalism with frustrated partners while upholding program policies.
• Interest in AI-native support models where improving the system is as important as resolving individual tickets.

About the Role

This role is ideal for someone who enjoys both execution and improvement. You will be responsible for resolving partner issues with quality and speed, while also identifying what the organization can automate, clarify, or fix upstream so the same issues do not continue to require manual support.

The right candidate will be detail-oriented, systems-minded, and comfortable operating in a fast-moving environment where partner experience, operational rigor, and AI-enabled support are all central to the work.

Benefits

• Comprehensive healthcare coverage (medical, dental, and vision plans)
• Supplemental coverage (accident insurance, critical illness insurance and hospital indemnity)
• 401(k)-retirement savings
• Life & disability insurance
• An employee assistance program
• Legal support
• Auto, home insurance, pet insurance
• Employee discounts with preferred vendors

Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.