Partner Success Agent — Onboarding & Technical Support

Location / Employment Details

Full-time, remote
Schedule: flexible; coverage spans Canadian and European partner time zones. Hours may shift as the function is built out, so scheduling flexibility is essential.

About the Company

We are a rapidly growing U.S.-based operations partner that runs the back-office and field operations for growing businesses — quietly, under our clients' own brands. Our work spans two sides: field operations, where we deploy and coordinate technicians and installers with a satellite connectivity provider across Canada, Europe, and other regions; and back-office operations, where we handle onboarding, payroll, compliance, and CRM work so our clients' teams can stay focused on their business.

As our connectivity network expands, so does the number of partners we bring on and support. We are building a dedicated function to own that partner experience — and this is the first hire to lead it.

About the Role

Today, our partners are onboarded and supported in an ad hoc way. As volume grows, that no longer holds. We need one person who owns the partner journey end-to-end: bringing new partners on, getting them set up correctly, resolving their technical and setup issues, and managing the relationship over time.

This role exists to spearhead partner support as we scale. It is a founding role — you are not stepping into a finished process, you are designing it. The right person is equally comfortable troubleshooting a setup issue and being the steady, trusted point of contact a partner is glad to have.

Key Responsibilities

Partner Onboarding

Own onboarding for new partners end-to-end, from first setup through go-live
Guide partners through account, tooling, and system configuration so they are set up correctly from day one
Build and maintain onboarding guides, checklists, and setup materials so onboarding stays consistent as volume grows

Technical & Setup Support

Act as the first point of contact for partner technical and setup issues; troubleshoot and resolve rather than simply log and pass along
Support partners through equipment, connectivity, and platform setup and configuration
Escalate genuinely complex issues to the right internal owner and follow through to resolution

Partner Relationship Management

Be the person partners know to come to; own the ongoing relationship, not just the ticket
Check in proactively, anticipate friction, and keep partners active and productive
Represent partner needs and recurring pain points back to internal teams

Support Operations & Continuous Improvement

Spearhead how partner support is structured, tracked, and improved as the function scales (Freshdesk is the current hub)
Build templates, macros, canned responses, and knowledge-base content
Identify recurring issues, propose fixes, and help lay the groundwork for a more automated, AI-assisted support model over time
Report on onboarding progress, support volume, and resolution performance to leadership

Required Qualifications

3+ years in partner success, customer success, onboarding, account management, or technical support, with experience owning a relationship or onboarding process end-to-end (not only ticket triage)
Hands-on experience with a helpdesk or CRM platform (Freshdesk strongly preferred; Zendesk, Intercom, or HubSpot acceptable)
Genuinely comfortable with technology — learns new tools quickly and troubleshoots within them rather than getting stuck
Excellent written and spoken English, with strong grammar and a high bar for detail
Flexible on working hours to support Canadian and European coverage
Reliable home office setup and stable internet

Preferred Qualifications

Background in telecom, connectivity, satellite internet, field services, or logistics support
Experience building or scaling a support or success function, or standing up a new department
Experience supporting a distributed contractor, installer, or vendor network
Exposure to automation or AI-assisted support tooling
SaaS support background (understands layered templates and product-based support)

Ideal Candidate Profile

You are relationship-first but technically fluent — comfortable troubleshooting a setup problem and equally comfortable being the calm, reliable contact a partner trusts.

You are proactive and resourceful, more likely to build a solution than wait for one. You are comfortable with ambiguity and shifting hours in a function that is still being defined, and you treat the partner relationship — and the queue behind it — like it is your own.

You communicate clearly, stay calm under volume, and never send sloppy work.

Why Join Us

This is a founding role on a partner support function that is being built from the ground up. You will shape how onboarding and support work, not inherit someone else's playbook — with room to grow as the partner network scales.

Partner Success / Onboarding Agent -62115394379