Partner Care Representative - Job Description

Location: Philippines Department: Product Development – Customer Care Employment Type: Permanent, Remote

About Sophos:

• Global leader in advanced security solutions against cyberattacks.
• Acquired Secureworks in February 2025, becoming the largest pure-play Managed Detection and Response (MDR) provider.
• Supports over 28,000 organizations and defends more than 600,000 organizations worldwide.
• Offers endpoint, network, email, cloud security, and other cybersecurity services through reseller partners, MSPs, and MSSPs.
• Headquartered in Oxford, U.K.

Role Summary:

• Deliver accurate and valuable information to Sophos partners and engineers about Sophos products and services.
• Ensure positive partner experience fostering trust and satisfaction.

Key Responsibilities:

• Support Sophos partners via telephone and email adhering to department standards (call duration, wait times).
• Provide prompt, professional responses to partner inquiries about products and services.
• Give accurate details on product features, specifications, post-sales info.
• Collaborate with Customer Care, Sales, Licensing, SalesOps, Technical Support teams for seamless partner experience.
• Listen actively to partner feedback; escalate issues as needed.
• Identify upsell/cross-sell opportunities.
• Maintain strong relationships with key partners through ongoing support.
• Meet or exceed performance targets.
• Document all interactions in Salesforce daily per quality standards.
• Handle complaints and escalations professionally and proactively.
• Foster a cooperative team-oriented attitude; participate in process improvements.
• Collaborate closely with peers and other departments; assist Team Leaders/Managers as needed.
• Report directly to the Partner Care Manager.

Qualifications / What You Will Bring:

• Proven customer service/support experience, preferably in cybersecurity.
• Strong written and verbal communication skills; able to explain technical info to non-technical people.
• Excellent problem-solving and troubleshooting skills.
• Ability to work effectively in fast-paced team environments.
• Strong organizational and time management skills.
• Ability to build and maintain partner relationships.
• Skilled at handling escalated calls with sound judgment.
• Collaborative team player with positive demeanor.

Additional Information:

• Remote-first working model; legal authorization to work in the jurisdiction required without employer sponsorship.