Partner Solutions Lead

What you'll do

• Own the after-sales Partner Solutions function end-to-end, lead and oversee the team's support operations, ensuring partner and client concerns, requests, and tickets are resolved efficiently, within agreed timelines, and with consistently high service quality.
• Build, maintain, and continuously improve Partner Solutions SOPs, frameworks, and processes. Proactively identifying recurring partner issues and operational gaps, and driving the fixes that close them.
• Coach and develop the team through regular 1:1s with associates and specialists, providing guidance, feedback, and day-to-day support on partner support operations.
• Establish, monitor, and report on key partner solution metrics (resolution time, ticket volume, service quality, partner satisfaction/CSAT), and other relevant KPIs.
• Monitor partner activity, engagement, and feedback to spot early signs of dissatisfaction, disengagement, or churn risk, and implement proactive interventions.
• Handle escalated partner concerns and serve as the point of contact for complex or high-impact after-sales matters.
• Collaborate closely with Customer Experience, Compliance, Risk, Product, Technology, and other internal stakeholders to resolve blockers and address partner and operational requirements.
• Perform ad hoc tasks and initiatives as needed to support the team and broader business objectives.

What We Expect from You

• Bachelor's degree in Management, Finance, Business, or a related field (or equivalent practical experience).
• At least 3 years of experience in partner support, account management, client success, or a similar after-sales/service-operations role, with a strong track record of managing client or partner relationships and delivering client-focused solutions.
• Experience leading or managing a team in a supervisory or team lead capacity, with the ability to coach, guide, and develop associates and specialists.
• Strong understanding of service operations, case/ticket management, escalation handling, and process improvement, with the analytical skills to identify operational gaps and implement effective solutions.
• Working proficiency with ticketing/CRM platforms (e.g., Zendesk, Freshdesk, Salesforce, or similar) and reporting tools (e.g., Excel, SQL, or a BI/dashboard tool).
• High level of integrity and sound judgment in handling sensitive partner and financial information.
• Self-motivated, organized, and detail-oriented, with strong ownership of tasks and deliverables, and the ability to work independently in a fast-paced, evolving environment.
• Strong communication and interpersonal skills in English and Filipino, with the ability to coach team members, collaborate across internal stakeholders, and engage confidently with partners.