Business Support Specialist

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Job Title: Business Support Specialist (hybrid)

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

Job Responsibilities:

• Serve as the primary point of contact for foundational partner inquiries, including account updates, documentation, and service-related questions.
• Own the resolution lifecycle of routine partner requests, ensuring timely follow-up and closure.
• Prepare and analyze partner-facing reports to identify trends and potential service gaps.
• Collaborate with internal stakeholders (e.g., Sales, Legal, Training) to coordinate initiatives and ensure alignment with business goals.
• Participate in partner onboarding and orientation activities, including documentation, training coordination, SOP, and follow-up.
• Support continuous improvement efforts by identifying recurring issues and recommending enhancements to SOPs and workflows.
• Assist in developing and maintaining partner knowledge bases, FAQs, and self-service tools.
• Coordinate and support partner meetings, including agenda preparation, note-taking, and action item tracking.
• Complete complex or high-impact issues with clear documentation and context.
• Contribute to cross-functional projects that enhance the partner's experience and improve internal processes.
• Track and report on key performance metrics, including case resolution time, accuracy, and partner satisfaction.
• Monitor service quality and proactively identify opportunities to improve partner engagement and operational efficiency.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Deliver exceptional service to assigned partners by managing inquiries, resolving issues, and proactively communicating updates.
• Build and maintain strong, consultative relationships with key partner contacts and internal stakeholders.
• Monitor and report on partner satisfaction, service metrics, and case resolution trends.
• Act as a liaison between partners and internal departments, ensuring timely and accurate information flow.
• Support the execution of partner programs, including tracking deliverables, timelines, and performance metrics.
• Maintain a deep understanding of partner programs, products, and operational processes to provide informed support.
• Lead or support special projects that drive operational efficiency or enhance the partner experience.
• Maintain accurate records of partner interactions, case notes, and follow-ups in CRM or case management systems.
• Analyze and report on individual and team performance metrics, including CSAT, case accuracy, and resolution time.
• Identify and escalate service gaps or recurring issues that impact partner satisfaction or operational KPIs.
• Perform other duties and responsibilities as assigned, including supporting leadership with data and insights.

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard's success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.