Partnership Support Manager
Core
Lead and scale a 40+ person partner support team, managing daily operations, performance, and process improvements to ensure exceptional partner experiences.
Role type
Senior Customer Support Team Lead / Operations Manager
Builds
Scalable partner support operations and team culture
Domain
Life Insurance Technology / B2B Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management (40+ reps), SLA/TAT management, Root cause analysis, Hiring and coaching, Stakeholder management, AI tool direction (Claude/Copilot), Salesforce/ZenDesk/Service Cloud proficiency
Preferred skills
B2B support experience, Bachelor's degree
Technologies
Salesforce, ZenDesk, Service Cloud, Claude, Copilot
Responsibilities
Allocate workload and resolve escalations to hit SLA/TAT targets; Track team performance against CSAT, AHT, FCR%, and QC score trends; Build and maintain support policies, procedures, and QA standards; Hire, coach, and develop reps and team leads; Act as the voice of partners internally to escalate pain points; Champion AI-assisted tools within team workflows
Seniority
Senior, hands-on IC with team leadership
