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.

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.

Enterprise Partner Support Specialist

Key skills