Partner Support Associate

🔥 19 hours ago

🌐 Poland, Spain – Remote

🇵🇱 Poland – Remote 🇪🇸 Spain – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🪙 Affiliate Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Serve as the first line of support and partner program subject matter expert for internal and external inquiries • Resolve standard requests related to onboarding, portal access, deal registration, program requirements and benefits, certification, enablement, and program policies • Triage and route complex requests with complete context, set clear expectations, retain ownership through resolution, and record partner interactions in Salesforce or Partner Central • Build, configure, test, launch, and maintain AI agents supporting partners and partner-facing teams • Keep AI agent knowledge sources current, monitor answer quality and adoption, and recommend new agent use cases based on support trends and feedback • Convert recurring questions into FAQs, how-to guides, short videos, knowledge articles, and templates • Publish and maintain partner-facing content in Partner Central and Highspot • Track case volume, categories, response times, and outcomes • Maintain simple dashboards and identify recurring friction points • Recommend process, content, or system improvements based on support data and partner feedback • Support data quality in Salesforce and Partner Central • Assist with onboarding checklists, compliance tracking, partner communications, and program launch readiness

🎯 Requirements

• Bachelor's degree in business, information systems, data analytics, communications, or a related field, or equivalent practical experience • Strong written and verbal English communication skills, with a minimum C1 level • Service-oriented approach, sound judgment, and excellent attention to detail • Ability to organize a steady volume of work, explain processes clearly, and maintain accurate records across multiple systems and partner interactions • Hands-on experience building or testing AI agents, chatbots, or assistants, including prompt design, knowledge sources, and answer quality evaluation • Comfort with Excel and basic reporting • Ability to support data quality and contribute to operational dashboards and program tracking • Experience with low-code forms or workflow tools, CRM or case-management systems such as Salesforce, partner ecosystems, channel programs, or B2B software environments • Experience with Power BI or a similar data visualization and reporting tool • Proficiency in an additional language, ideally Spanish • Ability to collaborate across functions without direct authority and communicate clearly with partners across regions and cultures • Proactive, self-starter mindset with ability to take ownership, manage competing priorities, and drive issues through to resolution

🏖️ Benefits

• Fully remote work • Flexible working hours • Employee Assistance Program • Health and wellbeing support • Learning Management System • Lifestyle Spending Account • Eyeglasses reimbursement • Country-specific benefits tailored to local market practices and regulations • Career development resources • Wellbeing programs • Innovation practices