Partner Support Manager

At Goodweek were building a next-generation AI tool designed to revolutionize business productivity. We are focusing on delivering a secure scalable and reliable system that supports real business use cases across different departments. The goal is to make AI practical controlled and truly embedded in how modern organizations operate.

Goodweek is a partner-led AI Management Platform built exclusively for our Partners: Distributors and MSPs (Managed Service Providers) who deploy it to their own clients.

Our team spans across France Spain and the United States and our vision is backed by 6 international investment funds.

The role

As as a Partner Support Manager you will be the first point of contact for our Partners - Distributors and MSPs (Managed Service Providers) who use Goodweek to serve their own customers. You will answer their support requests and help solve any issues with our product. You will gather all the information needed to fix a problem (logs screenshots steps to reproduce environment details) and send a clear report to our Product and Engineering teams. You will join live calls or review them later on Fathom whenever an issue comes up. You will build clear bug reports with video evidence and follow up with Engineering until the issue is fixed. You will always keep Partners updated: on progress on timing and once a fix is live.

Tasks

• Answer requests from MSPs/Distributors by phone email or chat. Join live calls or watch Fathom recordings within 24 hours of the meeting.
• For each issue write a bug ticket that Engineering can act on: a short video clip clear steps to reproduce environment details what should happen vs. what actually happens and the business impact.
• Run the weekly bug review meeting with Product and Engineering. Prioritize based on business impact risk and how often the issue happens.
• Send regular updates to every MSP/Distributor affected by an issue: when a fix is ready when a timeline changes or when a workaround is available.
• Support MSPs/Distributors during their deployment phase when something blocks progress. Help unblock them then write a short summary of what happened.
• Keep one simple dashboard of all open issues so Sales Enablement and Leadership can see at a glance whats affecting which MSP/Distributor.

Requirements

• Bilingual (required): French and English.
• 4 years of experience in customer support customer care or QA working directly with clients - ideally at a B2B SaaS company with several product integrations.
• Experience with support tools like Zendesk or Intercom.
• Good product knowledge and basic technical understanding. You can watch a workflow break during a call and tell if its a network problem an integration issue a permissions problem or a real bug - and describe it the right way for the team who needs to fix it.
• You care about writing clear bug reports: video clip steps to reproduce environment details expected vs. actual result business impact. This is your standard not a bonus.
• Excellent written communication. You can write an update that a Distributor reads in 20 seconds and trusts. You can write a bug report that a busy engineer can act on without asking follow-up questions.
• Strong people skills. You know how to build trust with MSPs/Distributors using different channels: phone email chat.
• Comfortable managing several things at once: pushing Engineering supporting Distributors and reporting to your team - sometimes within the same hour.
• You like building processes and systems rather than waiting for someone else to do it.
• You use AI every day. You use Goodweek and other AI tools in your everyday work - to research draft prepare and follow up faster. You stay critical of AI outputs and always review them before sending anything out. Using AI well is part of the job not a side project.

Bonus points

• Experience working at a Distributor an MSP or in IT support - youve been on the partners side of the table.
• Experience with Fathom Gong or similar tools to record and clip calls.
• Familiarity with Goodweeks integrations: M365 Google Workspace Salesforce HubSpot Jira Slack Quickbooks.
• Experience running bug tracking with Engineering using Linear Jira or similar tools.

Benefits

• Health insurance provided by the employer
• Meal vouchers and transportation cost reimbursement (50%)
• Flexible working hours
• Hybrid remote work
• Daily use of English through close collaboration with teams in the US and Spain

Employment Type : Employee
Experience: years
Vacancy: 1