Premier Partner Experience Operations Coordinator III

Job DescriptionPremier Partner Experience Operations Coordinator III RemoteSummary: The Premier Partner Experience team is seeking a customer-focused and analytically-minded individual to join as an Operational Support Contract Worker (CW). Operational Support CWs play a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, helping ensure seamless interactions between our platforms and our premier partners. In this role, You'll support our premier partners, delivering high-touch global support and operational issue resolution, working across complex and nuanced scenarios while coordinating with internal teams to drive timely outcomes. Ideal candidates demonstrate strong problem-solving abilities, comfort navigating ambiguity, and the ability to manage complex operational issues in a fast-paced environment. Self-motivation, strong organizational skills, and genuine curiosity are essential for success in this role. Responsibilities: Primary (80%): Provide high-touch support across two assigned channels, resolving and case-managing partner issues to resolution Troubleshoot complex issues using root cause analysis and systematic approaches Coordinate with XFN teams during high-priority incidents and follow structured escalation pathways when required Support investigation and resolution of complex operational issues across multiple internal tools and systems Respond to partner inquiries about product features, bugs, and operational issues Identify trends and communicate actionable feedback Secondary (20%): Improve support workflows around issue resolution Develop product and issue specialization to improve the quality of support Document investigation findings and contribute to the development of operational playbooks and knowledge resources. Train new employees on current workflows, standard processes, and internal tools Experience: 3+ years in operations, customer support, technical support, or account/partner management Proven track record resolving complex issues with timely solutions Experience in global, cross-cultural collaboration environments Core Competencies: Analytical & Problem-Solving: Root cause analysis; structured troubleshooting; attention to detail; compliance awareness Communication: Clear, professional written communication; effective use of templates; seeks input from peers Technical Project / Product Support: Experience conducting investigations across multiple systems, collaborating with cross-functional teams, and driving complex issues through structured escalation and resolution workflows. Navigating Ambiguity: Brings structure to undefined problems; progresses without complete information. There is a low volume of tickets, but they are tricky Learning Agility: Proactive, adaptable; feedback-oriented; continuously builds knowledge Collaboration: Shares context and best practices; enables team success Operational Judgment & Escalation Management: Ability to assess issue severity, determine appropriate escalation pathways, and coordinate with internal teams during sensitive or high-priority situations. Technical: Excellent written English with correct grammar and spelling, ability to communicate professionally using a friendly, partner-centric tone Excel/data tools proficiency Preferred Qualifications: Data analysis: Gathering, cleaning, analyzing, and translating data into actionable insights Project management experience Experience working within Trust & Safety or risk-sensitive operational environments Familiarity with structured escalation workflows in global support organizations. AI proficiency: Knowledge and skills to leverage AI tools for continuous efficiency improvement Additional Information: Flexibility: candidates may occasionally need to accommodate meetings outside of traditional working hours to drive cross-regional collaboration. In such cases, the Contingent Worker will be able to adjust their schedule to start earlier/later in order to maintain the standard 8 hours of work daily. Opportunity to sign up for voluntary overtime. Success Metrics: Effective handling of complex issues, including appropriate escalation and cross-functional coordination.Quality performance, autonomous work, effective XFN collaboration, solid QA scores, knowledge sharing. Example: High channel escalations for platforms such as Instagram, high profile people creating cases, celebrities may escalate an issue they are having with the platform Pay range is $33 - $38 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. THE PROMISES WE MAKE: At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey. For more information regarding our Privacy Policy, please visit /privacy.Meet Your RecruiterKrista McIlwainevar isBannerImage = ''; // if isBannerImage is empty or undefined if(isBannerImage == ''){ jQuery('.jb-recruiter-profile-picture').css('left', '0'); jQuery('.jb-recruiter-profile-picture').css('bottom', '0'); }

Created: 2026-04-13