Senior AI Support Specialist

Position Title: AI Support/Senior Partner Experience Specialist

Work Type: 100% Remote

No of positions-2

Pay Rate: Open

Time Zone : 1 PST and 1 EST

Possibility of Extension or Conversion: 12 months (Ideally go FTE for the right fit)

Number of Interview Rounds: 2-3 rounds

Education Requirements: Bachelor Degree

• Background with queue across chatbots, slack, email, etc.
• Enhance and automate the support capability that is scalable.
• More strategic approach to enhancing the team to best support.
• Mid-senior level role at 5+ years' experience ideal and experience managing people as this department grows there could be potential to lead a team in the future.

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Skills:

• Intercom and other support platforms and AI solutions with the platforms, autonomy, build playbooks, flexible/adaptable, enjoys a challenge, truly aligns with mission and values - uses Claude and/or passionate about using AI, etc.
• Anyone from HubSpot or similar would be great, larger/established companies but doesn't necessarily need to be from tech.

Job Description:

• The Partner Experience team builds and runs the AI Partner Network: the program, operations, and infrastructure through which thousands of partners build, sell, and deliver on AI Platform
• The Partner Support Specialist role resolves escalated partner issues with quality and pace, and feeds what it learns back into the system so the same issue does not need a person next time. We see this role as the feedback loop that makes the support model work: spotting patterns, flagging what should be automated, surfacing policy gaps, and noticing early when something upstream is broken.

Responsibilities

• Queue ownership. 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.

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• Own the partner support queue day to day, triaging what automation did not catch and routing what belongs elsewhere — 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.

Deflection loop. 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. Maintain and grow the knowledge corpus that powers self-serve, ensuring resolved answers are captured for the FAQ and agent layer rather than living only in individual replies.

Upstream signal. Serve as an early signal for the Business Systems Lead by flagging data and access issues (incorrect tier or status, missing portal entitlements) before they become widespread. Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket replies.

Qualifications

• 3–5 years in B2B support, partner or customer operations, or program operations, with demonstrated ownership of a queue and a quality bar
• Strong written communication skills, with the ability to manage high-volume email and Slack-based support professionally and clearly — holding a calm, professional tone with frustrated partners while holding the line on policy
• Pattern recognition and a habit of asking why similar tickets recur, with comfort surfacing automation and self-serve candidates back to the team
• Comfort operating in ambiguity and committing to a follow-up by a specific time when an answer is not yet known
• Experience working in an AI-native support model, where improving the system is as much the job as working the queue
• Familiarity with Salesforce Service Cloud, Zendesk, Intercom, or similar support platforms, preferred
• Prior exposure to partner or channel programs (resellers, SIs, ISVs) and/or experience contributing to a knowledge base, help center, or FAQ corpus, preferred
• A second language, preferred as the role regionalizes