Join a dynamic partner support team focused on delivering fast, thoughtful solutions and helping improve the systems behind every interaction. This remote, 6-month opportunity is ideal for someone who enjoys solving complex issues, collaborating across teams, and turning recurring problems into better self-service experiences.

Responsibilities

• Handle escalated partner inquiries related to onboarding, portal access, tier and status questions, incentive claims, and program processes.
• Manage the day-to-day support queue, prioritizing requests and responding within established service expectations.
• Route issues to the appropriate teams, including Partner Success, Partner Account Management, Legal, and Deal Desk, as needed.
• Identify repeat issues, document root causes, and share insights that can improve automation and self-service resources.
• Maintain and expand knowledge base content so resolved answers are captured for future use.
• Flag data, access, or entitlement issues early to help prevent broader operational problems.
• Partner with internal stakeholders to support proactive communication when widespread issues affect partners.
• Contribute to a support model that continuously improves through feedback, pattern recognition, and process refinement.

Skills

• 2–4 years of experience in B2B support, partner operations, customer operations, or program operations.
• Experience owning a support queue and maintaining a high-quality service standard.
• Strong written communication skills with the ability to respond clearly, promptly, and professionally.
• Ability to stay calm, empathetic, and solution-oriented when working with frustrated stakeholders.
• Comfort using judgment to route issues appropriately and escalate when needed.
• Pattern recognition skills with an interest in improving processes and reducing repeat issues.
• Ability to acknowledge when more information is needed and provide timely follow-up.
• Familiarity with support tools such as Salesforce Service Cloud, Zendesk, or Intercom is a plus.

Preferred Skills

• Experience supporting partner, channel, reseller, SI, or ISV programs.
• Background contributing to a knowledge base, help center, or FAQ content.
• Additional language skills, which may be helpful as the role expands into additional regions.
• Interest in AI-enabled support models and continuous improvement.

Horizontal is committed to building an inclusive workplace where different perspectives, backgrounds, and experiences are valued. We welcome candidates who share a commitment to diversity, equity, and inclusion and who want to contribute to a respectful, collaborative environment.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.