Partner Support Administrator

Colonial Group; Monterrey; Hybrid; MXN 201,000 - 268,000; Full time

Job summary

Colonial Group is seeking a Partner Support Administrator to deliver responsive service and accurate processing of partner requests. The role supports ongoing partner inquiries, operational tasks, and documentation efforts while building knowledge of products and processes.

The position may be remote or office-based, with opportunities to collaborate across teams and drive a consistent, high-quality partner experience. Travel may be limited.

Qualifications

• Foundational knowledge of customer or partner support principles and operational processes.
• Basic understanding of company products, services, logistics operations, and partner business models, with ability to apply that knowledge in day-to-day support activities.
• Strong attention to detail and organizational skills with the ability to manage multiple priorities.
• Ability to follow established procedures while recognizing when issues require escalation.
• Effective written and verbal communication skills with a customer-focused mindset.

Responsibilities

• Respond to routine partner inquiries with timely, professional, and accurate support.
• Complete operational requests following established procedures, service standards, and guidelines.
• Maintain ownership of assigned work through completion with accurate documentation and follow-up.
• Escalate non-standard or policy-related issues to the appropriate resource with clear partner communication.
• Build professional relationships to foster partner confidence and trust.

Skills

Customer support basics

CRM usage

Documentation

Multitasking

Microsoft Office

Communication skills

Education

High school diploma or equivalent

Associate's degree preferred

Tools

CRM systems

Case management tools

Office suite

Job description

PURPOSE

The Partner Support Administrator provides foundational operational support to ShipStation Globalpartners by delivering responsive service, accurately processing operational requests, and assisting with routine partner inquiries.

Reporting to the Team Lead or Manager of Partner Support, this role follows established procedures to complete operational work, maintain accurate records, and support a consistent, high-quality partner experience.

The Partner Support Administrator builds foundational knowledge of company products, technology, and business operations while developing the skills necessary for progression within the Partner Support career path.

KEY RESPONSIBILITIES

Partner support

• Respond to routine partner inquiries by providing timely, professional, and accurate support.
• Complete operational requests in accordance with established procedures, service standards, and departmental guidelines.
• Maintain ownership of assigned work through completion while ensuring accurate documentation and timely follow-up.
• Escalate non-standard, complex, or policy-related issues to the appropriate resource while maintaining clear communication with partners.
• Build responsive, professional relationships that foster partner confidence and trust.

Partner enablement

• Provide basic education on company products, services, operational processes, and available self-service resources.
• Reinforce established procedures and direct partners to appropriate resources or support channels.
• Assist partners in navigating systems, tools, and standard business processes.
• Promote accurate use of company resources to support successful partner interactions.

Product & technology support

• Develop foundational knowledge of company products, technology platforms, operational tools, and business processes.
• Utilize CRM, case management, and other business systems to accurately process partner requests.
• Identify system issues or recurring problems and communicate them to the appropriate team members.
• Participate in testing, training, or system adoption activities as assigned.

Operational excellence

• Perform assigned operational responsibilities accurately, consistently, and within established service expectations.
• Maintain accurate documentation, records, and case notes.
• Follow departmental policies, procedures, and quality standards.
• Support operational consistency by completing work in accordance with standard operating procedures.
• Identify recurring issues and communicate opportunities to improve documentation, processes, or partner resources.

Collaboration

• Participate in cross-functional activities to support timely partner issue resolution.
• Communicate effectively with teammates and internal business partners to ensure smooth operational execution.
• Share information and collaborate with others to support team success.
• Demonstrate accountability, professionalism, and a willingness to learn from coaching and feedback.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• Foundational knowledge of customer or partner support principles and operational processes.
• Basic understanding of company products, services, logistics operations, and partner business models, with the ability to apply that knowledge in day-to-day support activities.
• Strong attention to detail and organizational skills with the ability to manage multiple priorities.
• Ability to follow established procedures while recognizing when issues require escalation.
• Effective written and verbal communication skills with a customer-focused mindset.
• Ability to collaborate effectively with teammates and internal business partners.
• Willingness to learn new systems, technologies, and business processes.
• Proficiency with Microsoft Office Suite, CRM platforms, and other business applications.

QUALIFICATIONS

• High school diploma or equivalent required; Associate's degree or higher preferred.
• One or more years of experience in customer service, partner support, administrative support, operations, logistics, or a related field preferred.
• Experience working with CRM platforms, case management systems, or business applications preferred.
• Demonstrated ability to provide accurate, responsive customer or partner support in a fast-paced environment.

WORK ENVIRONMENT

This position may be remote or office-based. Occasional travel may be required for training or team meetings.