Partner Solutions Lead
Core
Lead end-to-end after-sales Partner Solutions operations for a regulated crypto exchange, ensuring efficient resolution of partner concerns and requests.
Role type
Senior IC Partner Solutions Lead (Service Operations)
Builds
Crypto exchange platform and financial services for 18M+ users
Domain
Fintech / Cryptocurrency / Regulated Financial Services
Deliverable
client delivery
Required skills
Partner relationship management, service operations leadership, process improvement, ticket/escalation handling, data analysis, stakeholder collaboration
Preferred skills
Experience with Zendesk/Salesforce, SQL/BI tools, coaching team members
Technologies
Zendesk, Freshdesk, Salesforce, Excel, SQL
Responsibilities
Lead and oversee support operations for partners and clients; Build and improve SOPs and frameworks; Coach and develop team members; Monitor and report on KPIs (resolution time, CSAT, etc.); Monitor partner engagement to prevent churn; Handle escalated partner concerns; Collaborate with internal stakeholders (Compliance, Product, Tech)
Seniority
Senior, hands-on IC with team leadership