Partner Support Specialist

Job description:
The Partner Experience team builds and runs the Claude Partner Network: the program, operations, and infrastructure through which thousands of partners build, sell, and deliver on Claude. Partners reach self-serve and automation first; what reaches a person are the cases that genuinely need one.

The Partner Support Specialist is that person. The role resolves escalated partner issues with quality and pace, and feeds what it learns back into the system so the same issue does not need a person next time. We see this role as the feedback loop that makes the support model work: spotting patterns, flagging what should be automated, surfacing policy gaps, and noticing early when something upstream is broken.

Responsibilities

• Resolve human-escalated partner issues across onboarding, portal access, tier and status questions, incentive claims, and program mechanics, within a defined service level and to a clear quality bar.
• Own the partner support queue day to day. Triage what automation did not catch and route what belongs elsewhere, sending relationship and activation matters to Partner Success, named-partner escalations to the relevant Partner Account Manager in BD or Cloud Partnerships, contract and compliance questions to Legal, and quoting or deal-structuring questions to the central Deal Desk.
• Feed the deflection loop with the Business Process Manager. Tag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidates so the system improves with every resolution.
• Maintain and grow the knowledge corpus that powers self-serve, ensuring resolved answers are captured for the FAQ and agent layer rather than living only in individual replies.
• Serve as an early signal for the Business Systems Lead by flagging data and access issues, such as incorrect tier or status or missing portal entitlements, before they become widespread.
• Work with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket replies.

You may be a good fit if you

• Have two to four years in B2B support, partner or customer operations, or program operations, with ownership of a queue and a quality bar.
• Write clearly and quickly, since most of this role is written communication with partners.
• Notice patterns and ask why when similar tickets recur.
• Are comfortable saying you do not yet know and committing to a follow-up by a specific time.
• Can hold a calm, professional tone with a frustrated partner while also holding the line on policy.
• Want to work in an AI-native support model where improving the system is as much the job as working the queue.

Strong candidates may also have

• Experience with Salesforce Service Cloud, Zendesk, Intercom, or similar.
• Prior exposure to partner or channel programs such as resellers, SIs, or ISVs.
• A second language, which will be useful as the role regionalizes.
• Experience contributing to a knowledge base, help center, or FAQ corpus.