Technical Support Specialist, PartnerStack
+ ESOP
Partner relationship management platform
Job no longer available
Partner relationship management platform
201-500 employees
Job no longer available
+ ESOP
201-500 employees
Company mission
To change the way companies reach customers through channel sales.
Role
Who you are
- You are resourceful, independent, and good-natured with strong communication and customer support skills
- You are a born problem solver, a driven learner and lead with empathy
- You thrive when presented with something new to investigate and love finding solutions
- 2+ years of software support experience, preferably in a startup capacity
- Outstanding customer service and written communication skills
- Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
- Proven internal communication skills in small and large teams
- Have an understanding of internet technologies (APIs, HTTP, REST, etc)
- Have experience with Zendesk and Jira, or another support ticketing system
- Familiarity with querying information from an SQL database
- A strong desire to learn, and a penchant for troubleshooting
- A passion for documenting information that will benefit your team, and customers
- Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company
What the job involves
- As a T1 Support Agent, you will be an integral part of the PartnerStack Customer Success team
- You will be responsible for assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business
- You will work collaboratively with the support team in a shared queue to provide accurate and timely resolutions and information to our end users
- You will investigate and report bugs, and help to improve our support function through quarterly projects such as improving internal and external support documentation
- Interact directly with our customers and their partners via email (Zendesk)
- Troubleshoot technical issues and brainstorm solutions to address customers’ needs
- Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns
- Delight our customers with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
- Investigate and escalate bugs to our T2 technical team
- Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
- Communicate effectively with internal stakeholders to advocate for customers needs
- Maintain help centre and internal knowledge bases to ensure our customers and team have up-to-date and helpful information
- Be resourceful and self-self driven to accomplish your tasks
- Be a reliable team player working in a shared queue
Our take
The benefits of having a partner program are huge - from increased sales growth to reaching new markets, all while keeping ucstomer acquisition cost efficient. When PartnerStack launched, there were no Partner Relationship Management (PRM) platforms offering integrated partner payouts, automated communications, multi-conversion tracking, or the ability to manage multiple partner programs in one place.
PartnerStack was built to fill that gap, creating a partnership platform specifically designed to help B2B SaaS Companies, build, manage, and scale their parnter ecosystem. As one of the few PRM platforms purpose-built for this segment, it has gained strong traction, with customer including Asana, Intuit and Freshworks.
Like many high-growth tech companies, PartnerStakc faced broader market headwinds during 2022/2023 and made strategic adjustments to its workforce. Those changes have positioned the company to operate more eficiently and sustainably, with a cleaer focus on long-term growth. With partnerships continuing to rise as a key revenue channel for SaaS businesses, PartnerStack remains in a good position to capitalize on this structural shift in go-to-market strategy.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2021
$29m
SERIES B
May 2019
$7.2m
SERIES A
Total funding: $38.5m
Company HQ
Wellington Place, Toronto, ON
Leadership
Bryn Jones
(Co-Founder & CEO)Previously, Bryn was a National Team Athlete of Canada for the swimming category.
Luke Swanek
(Co-Founder)Previously, Luke co-founded Pod. He also worked in Business Development at Peter's Players and Economic Development at Nipissing University.
Jordan Lutes
(CTO)Prior to joining PartnerStack in 2022, Jordan spent 11 years at Salesforce as a Director, then Senior, then VP of Software Engineering.
Tyler Calder
(CMO)Tyler joined PartnerStack in 2020 as a VP of Marketing (Fractional), he then moved into the role of SVP of Marketing in the same year and then CMO in 2024. He is also a B2B Marketing & Search Engine Marketing Instructor at the University of Toronto.
Nick Vaney
(CFO)Previously, Nick was an Executive VP and CFO at Ethoca and Empathica. He also spent 4 years at Nightingale Informatix as CFO, CSO and VP of Operations and over 7 years at Accenture as a Manager of Strategy and Business Architecture Group.
Mike Head
(CRO)Previously, Mike was the CRO at impact.com and Thanx. He also served as a Chief Partnerships Officer at Impact and as COO at SBclick.
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