Partner Support Specialist | WFH SA

Resolv.Global

5d•Remote

About The Position

We're 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. You'll 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 you're 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.

Requirements

2+ years of experience in SaaS Customer Success, Partner Success, Implementation, Account Management, or a similar client-facing role
Experience onboarding customers and leading remote demos, walkthroughs, or training sessions
Comfortable working inside software platforms and learning new technical workflows quickly
Can troubleshoot problems and distinguish symptoms from root causes
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
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
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

Nice To Haves

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

Responsibilities

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