Partner Success Specialist (US Market)

iLabs is a global software product engineering company headquartered in Sri Lanka, with deep roots in the US Silicon Valley. We deliver world-class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision “to become a global powerhouse in information technology to push humanity forward” we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.

With a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in-house ventures include Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.

At iLabs, we’re on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster. Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.

If you’re ready to break boundaries and create your defining moment, we’re here to make it happen. Be part of something bigger. Join iLabs.

Job Responsibilities

• Serve as the primary point of contact for partners after onboarding.
• Monitor and improve partner order acceptance rate and performance metrics.
• Provide hands-on support for online payment setup, inventory configuration, and account issues.
• Schedule and run regular partner operations meetings.
• Help partners expand into new cities or product verticals.
• Address and log escalations, disputes, and customer complaints with professionalism and clarity.
• Review partner performance, ratings, and feedback to maintain a high-quality network.
• Assist with training and implementation of new features or tools.
• Advocate for partner needs internally and contribute to product/process improvements.

Shifts: 9 hours shifts (3pm - 9am)

Job Requirements

• 2+ years in account management, customer success, or operations roles.
• Strong problem-solving and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Tech-savvy and comfortable using CRMs, dashboards, and internal tools.
• Experience working with small businesses or service providers is a plus.
• Familiarity with Stripe or similar payment systems is an advantage.