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Apex Systems Logo Apex Systems · Customer Service

Partner Support Specialist

United States, New York 50.00 - 80.00 USD / Hour · Job Posted June 16, 2026
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Job Description

This role serves as a critical feedback loop within the support model, resolving escalated partner issues while identifying patterns for system improvement. The Partner Support Specialist will address issues with quality and pace, ensuring that learnings are fed back into the system to prevent future manual escalations. The position is central to spotting trends, flagging automation opportunities, and surfacing policy gaps.

Job Responsibility

  • Resolve human-escalated partner issues related to onboarding, portal access, tier status, incentive claims, and program mechanics within defined service levels
  • Manage the daily partner support queue, triaging tickets and routing issues to the appropriate internal teams such as Partner Success, Legal, or Deal Desk
  • Identify and tag recurring issues by root cause, providing weekly reports on patterns that are candidates for automation or self-service solutions
  • Maintain and expand the self-serve knowledge base, ensuring resolutions are documented for FAQs and support agent reference
  • Act as an early warning system by flagging data and access issues, such as incorrect partner tier or status, to prevent widespread problems
  • Collaborate with Partner Marketing to create proactive communications for widespread issues

Requirements

  • Two to four years of experience in B2B support, partner operations, or customer operations, including management of a support queue and adherence to quality standards
  • Clear and rapid written communication skills
  • Ability to recognize patterns, investigate recurring issues, and maintain a professional tone with partners

Nice to have

  • Experience with Salesforce Service Cloud, Zendesk, Intercom, or similar platforms
  • Prior exposure to partner or channel programs, including resellers, SIs, or ISVs
  • Proficiency in a second language may be beneficial as the role expands regionally
  • Experience contributing to a knowledge base, help center, or FAQ corpus

What we offer

  • Medical, dental, vision, life, disability, and other insurance plans
  • ESPP (employee stock purchase program)
  • 401K program with a company match after 12 months of tenure
  • HSA (Health Savings Account on the HDHP plan)
  • SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
  • Corporate discount savings program
  • On-demand training program
  • Access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
  • Certification discounts and other perks to associations that include CompTIA and IIBA
  • Dedicated customer service team for our Consultants
  • Certified Career Coach
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