Channel Support & Operations Lead

ContactPoint 360; Philippines; On-site; PHP 420,000 - 640,000; Full time

Job summary

ContactPoint 360 is seeking a Channel Support Specialist to own channel partner inquiries from contact to resolution, coordinating with cross-functional teams, maintaining SLA targets, and ensuring accurate, timely support.

The ideal candidate will have at least 2 years in channel or partner operations, experience with CRM/Salesforce, strong problem-solving, and a customer-first mindset to improve processes and partner satisfaction.

Qualifications

• Minimum of 2 years in Channel Operations or related function.
• Experience with CRM, CPQ, and ticket platforms.
• Excellent written and verbal communication with external partners.
• Strong ownership and accountability in issue resolution.

Responsibilities

• Own and resolve channel partner inquiries through to closure.
• Ensure SLA targets and timely responses for each partner tier.
• Collaborate with Sales, Operations, Finance, Billing to resolve cross-functional issues.
• Maintain accurate records of interactions and resolutions in CRM.
• Identify trends and suggest improvements to leadership.
• Contribute to partner-facing knowledge resources and self-service.
• Assist in workload balancing and SLA performance reviews.

Skills

Channel Operations

Partner Support

Sales Operations

CRM (Salesforce)

CPQ

Ticket Management

Ownership & Accountability

Communication Skills

Analytical Thinking

Deal Registration/Order-to-Cash

Tools

Salesforce

CPQ

Ticketing Systems

Job description

ContactPoint 360 is seeking a Channel Support Specialist to own channel partner inquiries from contact to resolution, coordinating with cross-functional teams, maintaining SLA targets, and ensuring accurate, timely support.

The ideal candidate will have at least 2 years in channel or partner operations, experience with CRM/Salesforce, strong problem-solving, and a customer-first mindset to improve processes and partner satisfaction.