[Remote] Customer Operations Specialist

Note: The job is a remote job and is open to candidates in USA. BayOne Solutions is seeking a Partner Support Specialist/Customer Operations Specialist to resolve escalated partner issues efficiently. The role focuses on improving the support model by identifying patterns, suggesting automation, and addressing policy gaps.ResponsibilitiesResolve 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 barOwn 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 DeskFeed 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 resolutionWork with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket repliesSkillsResolve 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 barOwn the partner support queue day to dayTriage what automation did not catch and route what belongs elsewhereSend relationship and activation matters to Partner SuccessSend named-partner escalations to the relevant Partner Account Manager in BD or Cloud PartnershipsSend contract and compliance questions to LegalSend quoting or deal-structuring questions to the central Deal DeskFeed the deflection loop with the Business Process ManagerTag every ticket by root cause and surface recurring patterns weekly as automation and self-serve candidatesWork with Partner Marketing when a widespread issue calls for a proactive partner-facing announcement rather than ticket-by-ticket repliesExperience with Salesforce Service Cloud, Zendesk, Intercom, or similarPrior exposure to partner or channel programs such as resellers, SIs, or ISVsA second language, which will be useful as the role regionalizesExperience contributing to a knowledge base, help center, or FAQ corpusBenefitsW2 optionCompany OverviewBayOne Solutions provides computer programming services. It was founded in 2012, and is headquartered in Pleasanton, California, USA, with a workforce of 501-1000 employees. Its website is https://bayone.com/.