Partner Success Specialist

Partner Support Specialist

Job Description  ·  Partner Support Department

Location:  Richardson, TX (In-Person)    |    Schedule:  Full-Time, Mon–Fri + weekends as needed    |    Pay:  $24–$27/hr    |    Reports To:  Partner Support & Billing Manager

ABOUT THE ROLE

The Partner Support Specialist is an in-person, U.S.-based support role responsible for providing responsive, high-touch service to ASHER Health partners through Zendesk ticket queue management and routing, live phone support, outbound communication, and issue resolution. This position works on-site in the Richardson, Texas office and plays a critical role in ensuring partners can reach a real person when they need assistance.

ASHER Health's Partner Support phone lines are available during designated business hours, and Specialists rotate through scheduled phone shifts to provide consistent live coverage throughout the day. Outside of scheduled shifts, the specialist owns the general responsibilities of the role: monitoring and triaging the shared Zendesk ticket queue, routing tickets to the right owner, conducting proactive outreach, following up on unresolved issues, and providing additional support to priority partners.

This is a support and service-execution role, not a traditional Client Success Manager position. The goal is simple: partners should be able to reach ASHER Health when they need help and feel confident that someone is taking ownership of their issue.

KEY RESPONSIBILITIES

Live Phone Support

• Participate in scheduled Partner Support phone shifts throughout the workday, remaining available and responsive to incoming partner calls for the duration of each shift.

• Answer partner questions and resolve issues during the initial call whenever possible, rather than deferring resolution to a follow-up.

• Create or update Zendesk tickets for every phone interaction to ensure the conversation is properly documented and can be followed up on.

• Clearly communicate next steps, expected timelines, and who owns the issue whenever it cannot be resolved on the spot.

• Maintain professional, confident, solutions-oriented communication at all times, including when a partner is frustrated or upset.

• Ensure clean, well-documented handoffs when transitioning between phone shifts so no caller's issue is dropped.

Outbound Partner Communication

• Proactively pick up the phone and call partners whenever direct communication will resolve something faster or better than email or ticket replies.

• Prioritize outbound calls for escalated or urgent issues, frustrated partners, and situations involving priority or high-value accounts.

• Recognize when a complex issue is becoming inefficient to manage over email or tickets, and shift the conversation to a phone call.

• Follow up on unresolved issues on ASHER Health's initiative, without waiting for the partner to reach back out.

• Communicate meaningful updates proactively — the partner should hear from ASHER Health before they feel the need to ask.

Ticket Queue Management & Routing

• Monitor the shared Zendesk ticket queue and triage incoming tickets by urgency and issue type.

• Route tickets to the correct internal owner, team, or department — Billing, Clinical Support, Patient Support, Technology, or others — based on the nature of the issue.

• Reassign or escalate tickets that land in the wrong queue so they reach the right owner without delay.

• Manage all assigned Partner Support tickets within Zendesk, keeping updates timely and accurate throughout the life of each ticket.

• Meet established daily and weekly ticket-touch expectations even on days with heavy phone-shift coverage.

• Take ownership of partner issues through to resolution wherever possible, rather than passing them along.

• Ensure no ticket sits without an owner, appropriate communication, or follow-up, closing the loop with the partner at each step.

• Document conversations, actions taken, next steps, and outcomes so any teammate can pick up the thread.

Priority Partner Support

• Provide high-touch, white-glove support to designated priority and high-value partners.

• Build familiarity with priority partners and their recurring support needs so the experience feels consistent and personal.

• Monitor unresolved issues involving priority partners more closely than standard-queue tickets.

• Proactively communicate progress updates throughout the resolution process rather than waiting to be asked.

• Escalate any sign of significant dissatisfaction or relationship risk to Partner Support leadership immediately.

Escalation & Cross-Department Coordination

• Identify when an issue needs escalation and quickly loop in the right internal team — Billing, Pharmacy, Clinical Support, Patient Support, Technology, or others.

• Retain ownership of partner communication even when another department owns the underlying fix, so the partner always has one clear point of contact.

• Track escalated issues to make sure they receive appropriate follow-up rather than stalling once handed off.

• Immediately flag significant partner dissatisfaction, recurring problems, or potential relationship risk to leadership.

SCHEDULE & AVAILABILITY

This is a full-time, hourly, in-person position located in Richardson, Texas. The standard work schedule is Monday through Friday, with weekend availability as needed based on Partner Support coverage requirements. This is not a remote position.

Because live phone coverage is a core responsibility of this role, reliability, punctuality, and adherence to scheduled phone shifts are essential — a missed or late shift leaves a gap in live coverage that the rest of the team has to absorb.

Support Operation Hours

• 8:00 AM – 8:00 PM

Call Center Hours

• Range from 8:00 AM – 8:00 PM, with potential shift to earlier morning or later evening shifts as partner need requires.

A Typical Day Includes

• Scheduled Phone Coverage — provide live, inbound Partner Support during every assigned phone shift for its full duration.

• Outbound Calls & Follow-Up — proactively contact partners on escalations, unresolved issues, and situations that call for a higher-touch conversation.

• Ticket Management — work assigned tickets, hit required ticket-touch productivity, and keep communication timely between calls.

Phone shifts do not eliminate ticket-management expectations — productivity targets account for time spent on live phone coverage, but the ticket queue still needs to move.

This Role Owns

• The service experience: accessibility and responsiveness to every partner who calls or writes in.

• Clear, consistent communication and follow-through on every open issue.

• Coordinating escalations across departments until they're actually resolved.

• Issue resolution and ownership — seeing a problem through rather than handing it off.

PERFORMANCE EXPECTATIONS

Productivity

• Phone availability and adherence to scheduled shifts — being where you're supposed to be, on time.

• Volume and responsiveness of inbound call handling.

• Volume and effectiveness of outbound partner outreach.

• Daily and weekly ticket touches and updates against target.

• First Response Time, Resolution Time, and SLA attainment.

Quality of Service

• Call resolution quality and appropriate follow-up afterward.

• CSAT scores from partner interactions.

• Management of open and aging tickets so nothing goes stale.

• Escalation follow-up — that handed-off issues are actually tracked to close.

• Documentation quality and consistency of partner communication.

WHAT SUCCESS LOOKS LIKE

• Is consistently available during assigned phone shifts and doesn't let coverage gaps happen.

• Answers the phone and owns the conversation from start to finish.

• Resolves issues during the initial interaction whenever possible, rather than kicking the can down the road.

• Picks up the phone proactively when a ticket thread is becoming inefficient or a partner needs immediate attention.

• Keeps partners updated without requiring them to chase ASHER Health for status.

• Makes priority partners feel known, supported, and valued through consistent, personal service.

• Maintains strong ticket productivity even outside of phone-shift responsibilities.

• Takes ownership rather than simply passing problems between departments.

• Documents interactions thoroughly and hands off cleanly to the next person or team.

• Recognizes when an issue signals broader relationship risk and escalates it appropriately.

IDEAL CANDIDATE PROFILE

• Lives within commuting distance of Richardson, Texas and is able to work in-office full time.

• Is an exceptional verbal communicator, genuinely comfortable spending a significant portion of the workday on the phone.

• Is confident speaking with business owners and high-value partners, not just routine callers.

• Can think and problem-solve in real time during live conversations, not just after the call ends.

• Remains calm and professional when partners are frustrated, without getting rattled or defensive.

• Can balance live phone coverage with ticket-management responsibilities without letting either slip.

• Is comfortable working against measurable productivity and service-quality expectations.

• Is highly organized and doesn't let follow-ups fall through the cracks.

• Can coordinate effectively across multiple departments to get issues resolved.

• Is comfortable working in a fast-moving healthcare services environment.

• Demonstrates reliability and flexibility, including weekend availability when needed.

• Takes ownership instead of simply saying an issue belongs to another department.