Partner Support Manager

Goodweek

Partner Support Manager serving Distributors and MSPs at Goodweek. Managing support requests, creating bug reports, and maintaining communication on product issues.

Posted 7/28/2026full-timeMadrid • 🇪🇸 SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong bilingual communication in French and English, with extensive experience in customer support and QA within a B2B SaaS environment. Capable of managing multiple tasks effectively while building processes and systems to enhance partner support.

Highest-signal resume keywords

Bilingual CommunicationCustomer Support ExperienceExperience with ZendeskProduct KnowledgeProcess Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportQuality AssuranceTechnical UnderstandingBug ReportingIssue Resolution

Soft Skills

Excellent Written CommunicationStrong People SkillsMultitasking Ability

Tools & Technologies

ZendeskIntercomFathom

Industry Keywords

B2B SaaSManaged Service ProvidersDistributorsProduct Integrations

About the role

Key responsibilities & impact

As a Partner Support Manager, you will be the first point of contact for our Partners - Distributors and MSPs (Managed Service Providers) who use Goodweek to serve their own customers.
You will answer their support requests and help solve any issues with our product.
You will gather all the information needed to fix a problem (logs, screenshots, steps to reproduce, environment details) and send a clear report to our Product and Engineering teams.
You will join live calls, or review them later on Fathom, whenever an issue comes up.
You will build clear bug reports with video evidence, and follow up with Engineering until the issue is fixed.
You will always keep Partners updated: on progress, on timing, and once a fix is live.

Requirements

What you’ll need

Bilingual (required): French and English.
4+ years of experience in customer support, customer care, or QA, working directly with clients - ideally at a B2B SaaS company with several product integrations.
Experience with support tools like Zendesk or Intercom.
Good product knowledge and basic technical understanding.
Excellent written communication.
Strong people skills.
Comfortable managing several things at once: pushing Engineering, supporting Distributors, and reporting to your team.
You like building processes and systems, rather than waiting for someone else to do it.
You use AI every day.

Benefits

Comp & perks

Health insurance provided by the employer
Flexible working hours
Hybrid remote work
Intensive hours on Fridays
Daily use of English through close collaboration with teams in the US and France
Our office is situated in a lively innovation hub, offering access to local meetups, events, and a strong professional community.