Operations Coordinator III

Job Title: Operations Coordinator III (Partner Operations Support)

Location: Remote – United States

Shift: Monday–Friday | 9:00 AM – 6:00 PM Pacific Time

Contract Duration: 12 Months (Extension up to 30 Months Possible)

About the Role

We are hiring a customer-focused Operations Coordinator / Operational Support Expert to support platform partners and ensure a smooth partner experience. The role focuses on resolving complex operational issues, managing partner queries, and improving support processes in a fast-paced environment.

You will act as the primary point of contact for partners and collaborate with global cross-functional teams to troubleshoot issues and improve workflows.

Key Responsibilities

Partner Support (Primary – ~80%)

• Serve as the main operations point of contact for partners
• Respond to partner inquiries regarding product features, platform usage, and bugs
• Troubleshoot and resolve complex issues
• Manage and resolve support tickets via email
• Provide accurate, empathetic, and timely communication
• Identify recurring issues and share insights with internal teams
• Improve partner experience and minimize operational disruptions

Process Improvement & Knowledge Support (~20%)

• Improve issue resolution workflows
• Maintain and update internal knowledge base
• Develop product expertise and documentation
• Train new team members on tools and processes
• Provide operational insights to cross-functional teams

Required Qualifications

• 2+ years of experience in: Operations Support, Customer Support, Technical Support or Account/Partner Management.
• Strong problem-solving and issue resolution skills
• Experience handling complex support tickets
• Excellent written and verbal communication skills
• Ability to work in ambiguous and fast-changing environments
• Strong attention to detail
• Proactive and adaptable mindset
• Experience with Excel or basic reporting/data tools
• Fluent English communication

Preferred Qualifications

• Experience in media, digital platforms, or online products
• Experience supporting global customers/partners
• Exposure to APIs or platform integrations

Top Required Skills

1. Ability to handle complex and ambiguous problems
2. Customer/partner support experience (minimum 2 years)
3. Proven track record of resolving issues effectively and quickly

Day-to-Day Activities

• Troubleshooting partner issues
• Email-based support case handling
• Cross-team coordination
• Analyzing trends in partner problems
• Process and workflow improvement

Success Criteria

• High-quality issue resolution
• Ability to work independently
• Strong cross-functional collaboration
• Positive partner/customer experience