Partnership Support Manager

About the role

This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we’re delivering an exceptional experience for our partners. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization.

What you'll do

• Own daily operations for a team of 40+ partner support reps (indirect reports)
• Track team performance against CSAT, AHT, FCR%, and QC score trends; use your own analysis — not just a dashboard — to find where the team is losing time or quality
• Build and maintain support policies, procedures, and QA standards that scale as headcount grows
• Hire, coach, and develop reps and team leads through regular 1:1s and structured feedback, building a culture of ownership, accountability, and service excellence
• Act as the voice of our partners internally — surface what they're telling us, escalate recurring pain points

What you need

• Salesforce
• Root cause analysis
• Zendesk
• Communication

Good to have

• Customer service