Partner Onboarding Agent

Role Overview

In this role you own the stretch of the partner journey that determines whether a newly signed partner ever becomes an active, order-fulfilling operator. Day to day you work a live onboarding pipeline — reaching out to qualified partners, walking them through platform and storefront setup, and clearing the technical and operational blockers that slow activation down. Your work is the difference between a partner who quietly stalls after sign-up and one who is confidently running independently within their first weeks.

Key Responsibilities

• Watch the onboarding pipeline continuously, flagging high-priority accounts and pushing them through activation ahead of lower-urgency sign-ups.
• Run proactive outreach to qualified partners rather than waiting for them to ask for help, so momentum is never lost between sign-up and go-live.
• Deliver structured, step-by-step training sessions covering how to navigate the platform, run storefront operations, and process incoming orders correctly.
• Troubleshoot early-stage technical problems directly — device and hardware setup, web application navigation, and login or credential failures — across every channel partners use to raise issues.
• Own the resolution of operational questions that surface during onboarding, identifying the underlying cause of friction instead of only treating the surface symptom.
• Track each partner's onboarding progress and milestones so internal teams have clear visibility into who is live, who is blocked, and what is holding them up.
• Act as a trusted advisor throughout the onboarding window, checking that partners are genuinely equipped and confident before they graduate to operating on their own.
• Feed recurring onboarding issues and partner pain points back to the teams that can fix them at the source.

Requirements & Qualifications

• 1–2 years of experience in partner onboarding, customer success, technical support, account management, or another customer-facing role.
• Prior exposure to e-commerce, retail technology, or on-demand delivery platforms is strongly preferred.
• Excellent verbal and written communication, including the ability to translate technical concepts into plain language for non-technical users without losing patience or clarity.
• Practical technical aptitude: comfortable picking up new web applications quickly and diagnosing basic software access, login, and device/hardware setup problems.
• Strong organisational and prioritisation skills, with a demonstrated ability to juggle a high volume of partner accounts in a fast-moving environment.
• A solution-oriented mindset — you dig for root causes and close out partner queries efficiently rather than escalating everything upward.

Why Join

• Direct ownership of the partner lifecycle from first contact to independent operation, with visible impact on how quickly new partners succeed.
• A mix of people-facing training work and hands-on technical troubleshooting, so no two days look the same.
• Scope to build real expertise in e-commerce, retail tech, and on-demand delivery partner operations.
• A fast-paced setting where prioritisation and follow-through are recognised as core skills, not side tasks.