Customer & Partner Support Manager

About CoreConnect

CoreConnect, a flagship product by VentureOne, the commercialization arm of the Advanced Technology Research Council, 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 across real-world environments. Our technology sits at the intersection of robotics, operations software, and intelligent automation, and we're just getting started.

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. This is a builder role - there is no existing team to inherit and no playbook to follow.

Your Counterparties:

• Delivery aggregators: Own the client-facing SLA relationship. Manage escalations, ensure the operator’s experience meets contracted commitments. Deliver monthly SLA reports, handle billing disputes, and translate platform incidents into clear business-impact communications.
• Platform operators: Primary functional counterpart for the CoreConnect platform. Own the operator SLA, lead P1/P2 incident war rooms, ensure the unhappy path R&R protocol is followed. First point of contact for the operator’s designated ops lead during any active incident.
• OEMs / Platform providers: Technical counterpart coordination. Distinguish CC-side from OEM-side failures. Manage the escalation path to OEM support when the issue is theirs. Own the documentation that determines whether a billing credit is owed or not.
• Outsourced support team (agents, leads, contractors): Design the team structure. Lead the procurement or agency engagement. Write SOPs and runbooks. Set and review performance KPIs weekly. You are accountable for everything the team does or fails to do.

Key Responsibilities

1. SLA framework - definition, tracking, and enforcement

• Own and maintain the CoreConnect SLA framework across all vehicle types and logistics legs in scope

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• Define Hard and Soft SLA targets for platform uptime, API latency, order orchestration, incident response, and billing accuracy
• Build and operate the tooling (dashboards, alerting, reporting pipelines) that make SLA compliance visible in real time
• Produce monthly SLA reports for each operator and client - delivery count, missed targets, credit notes, root cause summaries
• Manage the penalty and credit note process when SLA thresholds are breached
• Evolve the SLA framework as new vehicle types and clients are onboarded

2.Incident management

• Own P1 and P2 incident response end-to-end: detection, war room coordination, counterparty comms, resolution, and post-incident reporting
• Maintain and enforce the unhappy path escalation protocol - ensuring stuck or failed orders reach the right resolver within SLA
• Produce post-incident reports within 48 hours including root cause, timeline, and corrective actions
• Distinguish CC-caused failures from OEM-caused failures accurately and document for billing and SLA purposes
• Establish an on-call rota (across the outsourced team and your own availability) that provides 24/7 P1 coverage

3.Outsourced support team - build and manage

• Define the support model: team structure, agent tiers, escalation paths, shift coverage, and tooling (Zendesk or equivalent)
• 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: CSAT, FRT, SLA adherence, escalation accuracy
• Act as the escalation ceiling for anything the outsourced team cannot resolve independently

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4.Counterparty relationship management

• Own the standing support relationship with each operator's ops lead - regular cadence calls, issue tracking, and trust-building
• Manage each client's view of CoreConnect support quality, including incident comms during active P1/P2 events
• Coordinate with OEM and platform provider technical contacts on robot-side issues affecting orchestration
• Represent CoreConnect in any SLA review or contract negotiation related to support commitments

5.Reporting and continuous improvement

• 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
• Identify recurring failure patterns and feed them back to Engineering as prioritised product issues
• Benchmark CoreConnect's support model against comparable platforms (InOrbit, OnFleet, Samsara) annually

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 - not just working within them

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• 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 to both engineering and commercial counterparts without a translator
• Experience managing multi-party incident bridges: structured comms, clear ownership, timestamped documentation
• Fluent written and spoken English; Arabic is a strong advantage for the UAE market
• High ownership, low ego – strong collaboration mindset, comfortable with ambiguity and rapid iteration.Strong bias toward action and outcomes
• Able to operate in lean, resource-constrained environments (AI leverage, outsourcing, etc. are core to the model)

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 (GCAA, DTCM, or equivalent)
• UAE or GCC market experience - understanding of how enterprise and government-adjacent clients operate here

What We Offer

We provide a competitive, tax-free salary and a comprehensive benefits package in a collaborative, innovative, and inclusive work environment.

Our benefits include an education allowance, free on-site meals, annual flight allowance, health coverage, relocation support (if applicable), and access to well-being activities such as sports and recreational events.

Join us to drive innovation and shape the future of technology!