Partner Support Manager

Goodweek; Strasbourg; Sur place; Confidentiel; Plein temps

Avantages offerts par ce poste

Health insurance

Meal vouchers

Transport cost reimbursement

Flexible hours

Hybrid remote work

English collaboration

Résumé du poste

Goodweek is seeking a Partner Support Manager to be the first point of contact for Distributors and MSPs using Goodweek. You will collect information, produce clear bug reports with video evidence, and coordinate with Product and Engineering to drive fixes.

You will run weekly bug review meetings, provide timely updates to partners, and help unblock deployments while documenting outcomes for the team.

Qualifications

• Bilingual in French and English is required.
• 4+ years in customer support, care, or QA with direct client interaction (B2B SaaS).
• Experience with support tools like Zendesk or Intercom.
• Good product knowledge and ability to diagnose issues during calls and describe them clearly.

Responsabilités

• Answer MSP/Distributor requests via phone, email, or chat; join live calls or review Fathom recordings within 24 hours.

Connaissances

Bilingual FR/EN

Customer support

Clear communication

Bug reporting

Outils

Zendesk

Intercom

Fathom

Jira

Gong

Description du poste

At Goodweek, we're 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 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 what's 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 it's 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 - you've been on the partner's side of the table.
• Experience with Fathom, Gong, or similar tools to record and clip calls.
• Familiarity with Goodweek's 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