Customer & Partner Support Manager, CoreConnect
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Key skills for this role
About the Role
VentureOne is hiring a Customer & Partner Support Manager for CoreConnect, a robot orchestration platform. This builder role involves designing the support model, managing outsourced teams, defining SLAs, and owning counterparty relationships.
Key Skills for This Role
Responsibilities
- Own and maintain the CoreConnect SLA framework across all vehicle types and logistics legs
- Own P1 and P2 incident response end to end: detection, war room coordination, counterparty comms, resolution, and post incident reporting
- Define the support model: team structure, agent tiers, escalation paths, shift coverage, and tooling
- Lead the procurement or agency engagement to bring on the offshore/outsourced support team
- Write SOPs, escalation runbooks, and onboarding playbooks for the outsourced team
- Set and review performance KPIs for the outsourced team
- Own the standing support relationship with each operator's ops lead
- Manage each client's view of CoreConnect support quality, including incident comms during active P1/P2 events
- Design and maintain a support operations dashboard visible to Head of Delivery & Ops and Head of Strategy
- Track and trend support volume, incident frequency, SLA performance, and counterparty satisfaction monthly
Requirements
- 8+ years in support, customer operations, or technical account management at a B2B SaaS, fleet management, or logistics technology company
- Proven experience identifying, contracting and managing outsourced or offshore support teams
- Deep familiarity with SLA frameworks: writing, tracking, and defending them in client conversations
- Hands on experience with support tooling (Zendesk, Freshdesk, PagerDuty, or equivalent)
- Technical literacy able to read API documentation, understand integration failures, and communicate root cause
- Experience managing multi party incident bridges
- Fluent written and spoken English; Arabic is a strong advantage
- High ownership, low ego, strong collaboration mindset
Full Job Posting
About CoreConnect
- CoreConnect, a flagship product by VentureOne, acts as the digital glue within the complex ecosystem of autonomous mobility in logistics.
- CoreConnect is building the infrastructure layer for autonomous operations in complex ecosystems.
- We develop a robot orchestration platform that enables logistics and other operators to deploy, manage, and scale fleets of autonomous robots.
Role Overview
- We are looking for this candidate to enter and build a team that keeps headcount efficient, enables 24/7 coverage, and lets us scale support capacity in line with fleet volume.
- The Customer & Partner Support Manager is the single accountable person for all support at CoreConnect.
- They design the model, select and manage the contractor, define the SLA framework, own every counterparty relationship, and ensure what gets reported to the business is accurate and actionable.
Key Responsibilities
- SLA framework definition, tracking, and enforcement: Own and maintain the CoreConnect SLA framework across all vehicle types and logistics legs in scope.
- Incident management: Own P1 and P2 incident response end to end: detection, war room coordination, counterparty comms, resolution, and post incident reporting.
- Outsourced support team build and manage: Define the support model, lead procurement, write SOPs, set KPIs.
- Counterparty relationship management: Own the standing support relationship with each operator's ops lead.
- Reporting and continuous improvement: Design and maintain a support operations dashboard.
Qualifications
- 8+ years in support, customer operations, or technical account management ideally at a B2B SaaS, fleet management, or logistics technology company.
- Proven experience identifying, contracting and managing outsourced or offshore support teams.
- Deep familiarity with SLA frameworks: writing them, tracking them, and defending them in client conversations.
- Hands on experience with support tooling (Zendesk, Freshdesk, PagerDuty, or equivalent) at an operational level.
- Technical literacy able to read API documentation, understand integration failures, and communicate root cause.
- Experience managing multi party incident bridges.
- Fluent written and spoken English; Arabic is a strong advantage.
- High ownership, low ego – strong collaboration mindset.
- Able to operate in lean, resource constrained environments.
Nice to have
- Background in robotics, autonomous vehicles, drone logistics, fleet management, or multi modal fleet management.
- Experience at an early stage companies, experience setting up the support vertical from scratch.
- Familiarity with technical stack (MQTT, REST APIs, and cloud monitoring at a conceptual level).
- Prior exposure to UAE or GCC regulatory environments for autonomous operations.
- UAE or GCC market experience.
What We Offer
- Competitive, tax free salary and comprehensive benefits package.
- Education allowance, free on site meals, annual flight allowance, health coverage, relocation support (if applicable), and access to well being activities.
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