Partner Success Operations Specialist

Partner Success Operations Specialist (Part-time Contract in Brazil)
Remote- BRAZIL
About the Role
FreeWill's Partner Success team supports nonprofit partners with fundraising strategy and custom donor outreach. The PS Operations team collaborates with partner-facing roles to drive time-sensitive processes. The Partner Success Operations Specialist will bring a partner-focused and detail-oriented approach to processes, with a passion for analytical problem-solving and customer success operations. This part-time, contract role reports to the Partner Success Operations Lead. Time commitment is approximately 20-25 hours per week, available 4-5 hours per day, Monday through Friday, between 8 am and 6 pm EST. Hourly rate is $14/hour USD.
Location: Remote in Brazil. This is a part-time, contract role that supports FreeWill's global nonprofit partners as the company grows.
Goals
Drive continuous process improvement, maintain operational excellence, scale the Partner Success team, and ensure a first-class partner experience.
Manage onboarding processes to align across all facets of the new partner onboarding experience.
Iterate automated workflows for milestones along the customer journey (onboarding, partnership reviews, engagement, strategist transitions, renewal, churn).
Provision new partner landing pages in the FreeWill application, manage configuration options, and ensure timely product delivery to partners.
Ensure systems function with minimal errors and collaborate across teams to keep day-to-day operations running smoothly.
Leverage workflows to provide data for key business decisions and maintain data integrity in PS systems.
Responsibilities
Manage Partner Success processes to ensure timely and accurate execution of time-sensitive workflows (handoff, upsell, downsell, logo churn, new product configuration, onboarding forms). Proactively identify process improvements.
Execute product configuration updates requested by partners, monitor for configuration errors, and resolve urgent partner issues.
Respond to internal support requests from the Partner Success team.
Build and iterate workflow automations in Churn Zero; troubleshoot Churn Zero issues for the team.
Support project management to ensure timely and accurate product delivery for our largest partners.
Develop and maintain process documentation, troubleshooting resources, and training materials.
Act in alignment with FreeWill's values of focus, joy, kindness, and courage.
Required Skills and Experience
As a venture-backed startup, responsibilities may evolve. We seek a smart, adaptable learner eager to grow. Requirements:
3+ years of experience in SaaS Operations (Revenue Operations, Customer Success Operations, Product Operations), including experience building and maintaining automated workflows in a CS tool
Strategic, analytical thinker with proactive problem-solving and keen attention to detail
Ability to learn new tools quickly and independently
Superior written and verbal communication skills
Intellectual curiosity and willingness to learn and take on new challenges
Comfortable moving quickly in a fast-paced environment
Nice to Have
(not required)
Experience using Churn Zero, ClickUp, AirOps, Salesforce, or Looker
Experience managing APIs and data integrations
Experience managing new customer onboarding processes
Familiarity with the nonprofit space
Hiring Process
Hiring Team Interview (30 minutes)
Offer (contingent on positive references)
Note: Steps in the hiring process can change; the Recruiter will share updates and details if you are selected to move forward.
FreeWill is an equal opportunity employer and we value diversity. We are committed to finding talent without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.
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