Enterprise Partner Support Specialist

Maleda Tech

3d • Onsite

About The Position

We are seeking an experienced Enterprise Partner Support Specialist to join our Key Accounts team in a high impact, partner facing role. In this position, you will serve as a critical liaison between our highest value partners and internal teams, ensuring timely and thoughtful resolution of complex inquiries and escalations. You will bring strong problem solving instincts, exceptional communication skills, and a service oriented mindset to support a fast moving marketplace environment. This role offers a balance of independent ownership and cross functional collaboration, making it an excellent fit for someone who thrives in dynamic, customer centric organizations.

Requirements

• 4+ years of experience in Customer Support, Technical Support, or Account Management.
• Proven success handling high value, time sensitive customer or technical service inquiries.
• Strong active listening and problem solving skills, with the ability to de-escalate conflict and reach resolution even when outcomes do not meet partner expectations.
• Exceptional written and verbal communication abilities.
• Demonstrated ability to manage multiple competing priorities and execute efficiently in a fast paced environment.
• Proven ability to analyze and assess technical issues with sound judgment.
• Proficiency with Salesforce and G Suite.

Nice To Haves

• Previous experience supporting a marketplace, hospitality, travel, or two sided platform business.
• High technical aptitude with working knowledge of APIs.
• Familiarity with Jira or similar ticketing and issue tracking tools.
• Strong attention to detail and organizational skills.
• Experience working with enterprise or strategic accounts.

Responsibilities

• Serve as an additional partner facing point of contact in support of the Key Accounts team, managing high value inquiries from start to finish.
• Develop and maintain deep expertise in company policies, procedures, and brand risk topics to provide accurate, consistent guidance.
• Provide end to end resolution and clear, professional communication to partners across email and other channels.
• Conduct in depth research to investigate, troubleshoot, and resolve complex partner issues.
• Triage and assign escalation tickets, offering recommendations to drive efficient and effective resolution paths.
• Respond promptly and accurately to partner inquiries while consistently meeting or exceeding SLA response time targets.
• Proactively identify opportunities to improve listing quality and partner experience for enterprise level accounts.
• Support API troubleshooting and incident response in partnership with technical teams.
• Build strong working relationships across internal and external stakeholders, contributing ideas and recommendations that improve team processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed