Partnership Support Manager

📋 Description

• Own daily operations for a team of 40+ partner support reps
• Track team performance against CSAT, AHT, FCR%, and QC score trends
• Build and maintain support policies, procedures, and QA standards
• Hire, coach, and develop reps and team leads
• Act as the voice of our partners internally
• Champion AI-assisted tools within the team's workflows

🎯 Requirements

• 5 to 10 years of team management experience in Customer Support; B2B support experience is a plus
• Experience leading high-volume, ticketing-based teams on Salesforce, ZenDesk, or Service Cloud
• Confident, empathetic leader who adapts management style to ambiguity and rapid change
• Comfortable doing root cause analysis yourself, not just reading what a dashboard tells you — you
• Working comfort with AI tools (Claude or equivalent) as a manager, not a builder — able to direct
• Excellent communication and stakeholder management skills, with a partner-first mindset