Delivery & Support Operations Assistant

Our mission is to deliver an exceptional customer experience, ensuring our clients fully leverage Partnerize to drive revenue growth. In this dual-focused role, you will sit at the intersection of Customer Support and Delivery Operations. You will empower our global customer base through world-class support and software training, while also driving operational success by managing key administrative deliverables for our service-package clients.

What You'll Do:

• Support & Guide: Serve as a trusted point of contact for global customer inquiries.
• Educate: Consult with users to help them confidently navigate and utilize our software.
• Execute: Handle essential administrative tasks to fulfill our service package commitments.

This is an entry-level position. No prior experience is required, as comprehensive training will be provided. This is a 12 month temporary assignment. 

Essential knowledge, skills, and abilities

• Remote Self-Management: Proven ability to work productively and maintain focus in a remote environment without constant direct supervision.
• Task Prioritization: Strong organizational skills with a track record of managing a high volume of tasks, deadlines, and customer tickets simultaneously.
• Clear Professional Communication: Ability to explain complex software features or technical steps clearly and concisely to non-technical users, both in writing and on video calls.
• Analytical Problem-Solving: A logical approach to troubleshooting; ability to diagnose customer issues, identify root causes, and guide them to a solution.
• Computer Literacy & Technical Aptitude: High comfort level navigating multiple software applications simultaneously, with the ability to quickly learn new internal systems and platforms.
• Collaborative Mindset: Comfort working as part of a global team, actively participating in team channels, and sharing knowledge with peers.

Desirable knowledge, skills, and abilities

• Customer Support Experience: Prior experience in a customer-facing or ticketing-based support role (experience with Zendesk or Jira is a strong plus).
• Data & Admin Basics: Basic proficiency in Microsoft Excel or Google Sheets (e.g., filtering data, sorting, basic formatting and formulas) and experience handling routine administrative tasks.
• Industry Interest: A foundational interest in digital marketing, SaaS, or partner marketing.
• AI Literacy: Familiarity with using AI tools to streamline workflows.

Key Responsibilities

Global Customer Support

• Ticket Management: Serve as the first point of contact for clients and partners, managing inquiries through to resolution while meeting strict SLA and KPI targets.
• Documentation: Create, update, and maintain clear internal processes and external user-facing documentation.
• Platform Training & Demonstrations: Assist senior team members with platform walk-throughs and live demonstrations for customers.

Operations & Administrative Deliverables

• Campaign Assets: Support client campaigns by uploading and organizing creative marketing content within the platform.
• Cross-Functional Liaison: Work closely with internal technical and account teams to deliver seamless, comprehensive service to our global clients.
• Commission Management: Execute routine commission adjustments and overrides.
• Financial Processing: Assist with monthly client invoicing processes, ensuring accuracy and attention to detai
• Reconciliations & Reporting: Build, generate, and reconcile reports for service-package clients.