[Remote] Customer Operations Specialist

Note: The job is a remote job and is open to candidates in USA. BayOne Solutions is seeking a Partner Support Specialist/Customer Operations Specialist to resolve escalated partner issues efficiently. The role focuses on improving the support model by identifying patterns, suggesting automation, and addressing policy gaps.

Responsibilities

• Resolve human-escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics, within a defined service level and to a clear quality bar
• Own the partner support queue day to day. Triage what automation did not catch and route what belongs elsewhere, sending relationship and activation matters to Partner Success, named-partner escalations to the relevant Partner Account Manager in BD or Cloud Partnerships, contract and compliance questions to Legal, and quoting or deal-structuring questions to the central Deal Desk
• Feed the deflection loop with the Business Process Manager. Tag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidates so the system improves with every resolution
• Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket replies

Skills

• Resolve human-escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics, within a defined service level and to a clear quality bar
• Own the partner support queue day to day
• Triage what automation did not catch and route what belongs elsewhere
• Send relationship and activation matters to Partner Success
• Send named-partner escalations to the relevant Partner Account Manager in BD or Cloud Partnerships
• Send contract and compliance questions to Legal
• Send quoting or deal-structuring questions to the central Deal Desk
• Feed the deflection loop with the Business Process Manager
• Tag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidates
• Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket replies
• Experience with Salesforce Service Cloud, Zendesk, Intercom, or similar
• Prior exposure to partner or channel programs such as resellers, SIs, or ISVs
• A second language, which will be useful as the role regionalizes
• Experience contributing to a knowledge base, help center, or FAQ corpus

Benefits

• W2 option

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