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Goodweek

Partner Support Manager

Goodweek

Partner Support Manager handling operational support requests and troubleshooting for MSP partners on an AI management platform. Collaborating with Engineering and keeping partners informed with clear updates.

Posted 7/8/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational customer support within a B2B SaaS environment, effectively managing inbound requests, troubleshooting issues, and communicating with stakeholders. Proficient in utilizing ticketing systems and maintaining clear documentation throughout the support process.

Highest-signal resume keywords
Operational Customer SupportTicketing Systems ExperienceExcellent Written CommunicationInterpersonal SkillsProduct Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingIssue QualificationBug TrackingFeature Request ManagementTriage Process
Soft Skills
Excellent Written CommunicationInterpersonal SkillsOperator Mindset
Tools & Technologies
ZendeskIntercom
Industry Keywords
B2B SaaSOperational SupportClient Facing ExperienceAI Integration

About the role

Key responsibilities & impact
  • handling inbound operational support requests
  • troubleshooting reported issues
  • qualify each request, gather all the information needed for resolution
  • escalate to Product and Engineering with a clean, actionable brief
  • keep MSPs informed with clear status updates, ETAs, and confirmation when a fix ships
  • Track every open bug and feature request from intake → triage → fix → release → MSP communication
  • Run the weekly bug triage with Product and Engineering

Requirements

What you’ll need
  • 4+ years in operational customer support/customer care, QA with client facing experience, at a B2B SaaS company
  • Experience with ticketing systems such as Zendesk, Intercom, or similar
  • Strong Product knowledge and basic technical instincts
  • Excellent written communication
  • Excellent interpersonal skills
  • Operator mindset
  • AI in your daily work

Benefits

Comp & perks
  • comprehensive health and dental coverage
  • 401(k) retirement plan