Partner Support Specialist

About Us
Sick of commuting? Tired of “hybrid” and “remote” jobs that are really “in office” jobs in disguise? If you’re more productive at home than in an office, and want to make that arrangement permanent, we may have the position you’re after.

At CarriersEdge, we’re focused on producing great quality products and happy customers. We don’t care about being the coolest company in town, having the most amazing office perks, or the hippest staff. If you’re interested in those things, you’ll hate us.

On the other hand, if you’re not looking for a social group and just want to do great work, then you may be exactly what we’re looking for. We don’t care where you work and we won’t be looking over your shoulder micromanaging you. You’ll have minimal meetings disrupting your week, and plenty of time to focus on doing the best job possible. We’re growing, but not so quickly that things are chaotic.

As part of that growth, we’ve got an opening for a Partner Support Specialist.

The ideal candidate has a strong mix of technical aptitude, organizational skills, and customer-focused communication. They enjoy keeping multiple balls in the air, solving problems, and being the go-to person for support and answers.

This isn’t a call centre or a boiler room where you’ll be following scripts or chasing impossible sales targets. You’ll be helping our resellers and alliance partners get the most out of our platform by providing hands-on support, answering questions, and giving them the tools they need to drive our growth. Our business is established and stable, but still small enough that we can move quickly. If you fit this profile, send us your résumé and let’s talk.

About You

You’re comfortable with technology and easily adapt to new systems and tools. However, you also appreciate that not everyone learns as quickly, and you have patience for those who need extra help.

You’re inherently curious and will turn over every rock to see what’s underneath. You get energized by opportunities to figure out technical problems or streamline processes.

You’re obsessively organized. Sloppy admin work and inconsistent documentation drive you crazy and you can’t rest until they’re fixed. 

You are self-motivated and work well in a remote environment, but are also comfortable communicating and working with others to achieve shared targets.

You’re at ease communicating across phone, email, and live demos, tailoring your approach to make each interaction clear, helpful, and engaging.

Responsibilities

Serve as the primary point of contact for reseller and alliance partners, providing front-line support via phone and email

Work with partners to provide support and assistance for their customers, both directly and indirectly 

Onboard new partners, assisting with configuration, rollout, marketing and integration activities as appropriate.

Conduct demonstrations and walkthroughs to educate partner staff and affiliates on system features and functionality.

Perform regular outreach to partners to collect feedback, identify support needs, and ensure they have the tools and resources required.

Assist with preparation of partner-related documentation, including agreements, SOPs, CRM notes, and other documentation as appropriate

Assist with front line support (vacation backfill, weekend rotation) 

Requirements

3+ years of experience in front-line customer support or related roles, preferably in SaaS.

Excellent phone and virtual communication skills, with the ability to build rapport with internal and external stakeholders.

Strong written communication skills, including documenting processes, tasks, and support activities.

Proven problem-solving and technical troubleshooting skills, with the ability to learn new systems quickly.

Highly detail-oriented, with the ability to follow instructions carefully; include the word ‘blizzard’ in your application to show you read this thoroughly.

Ability to work effectively and independently, managing multiple priorities.

Demonstrated competence with CRM and office productivity tools (e.g., Zoho, Salesforce, Office, Zoom).

Must reside in Canada.

Additional Notes

Principals only, no recruiters please

This is a remote position, suitable for individuals with disabilities

CarriersEdge welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.