Repair Experience Manager

🖍️ This role

The Repairer Experience Manager will support collision repairers as they adopt and use Partly, reporting to the Customer Success Director. You’ll own repairer onboarding end-to-end and provide flexible support across all customer types - bridging the gap between what customers experience on the ground and how Partly continuously improves its products. This is a hands-on, office-based role with time in the field, combining onboarding, customer support, insight gathering, and enablement.

💻 What will you do

• Onboard Repairers by owning the end-to-end onboarding experience for collision repairers - from same-day activation through to first value and post-onboarding check-ins. Help repairers get up and running quickly and confidently with Partly products.

• Support Across Customer Types by providing flexible, day-to-day support across repairers, suppliers, and dismantlers via phone, email, and onsite visits. Help customers troubleshoot issues and get the most out of Partly products, regardless of which segment they sit in.

• Surface and Communicate Feedback by capturing customer experience insights and working closely with Product and Engineering teams to share what’s working, what isn’t, and where opportunities exist.

• Collaborate Across Teams by working alongside Account Managers as the support and enablement layer across all accounts. Ensure a consistent customer experience, even where you don’t directly own the commercial relationship.

• Contribute to Self-Service Resources by improving documentation, help centre articles, onboarding guides, and internal playbooks to reduce friction and scale support across all customer types.

• Spot Patterns and Share Insights by monitoring engagement trends and behaviours across repairers, suppliers, and dismantlers. Share insights with internal teams to help shape the product roadmap and improve the overall customer experience.

Want to learn more about the problems we're solving and the culture we're building at Partly? Hear directly from our team here: https://shorturl.at/iAFUX

🥷 Your skills

• Collision repair industry knowledge - You have experience in or knowledge of the collision repair industry, with a solid understanding of how workshops operate day-to-day. You’re comfortable speaking the language of repairers and earning their trust.

• Customer-focused communicator - Whether it’s on the phone, over email, or in person, you know how to connect with people, understand their challenges, and explain things clearly, especially to those who may not be technically inclined.

• Organised and detail-oriented - You’re good at digging into issues, keeping track of what’s been reported, and following up to ensure nothing falls through the cracks.

• Ability to navigate difficult conversations and influence customer outcomes - You’re confident handling escalations, pushback, and resistance across different customer types. You know when to listen, when to hold your position, and how to bring a customer around without making them feel pressured. Whether it’s a frustrated repairer, a hesitant supplier, or a disengaged dismantler, you can steer the conversation toward a constructive outcome and leave the customer feeling heard and supported.

• Collaborative and cross-functional - You enjoy working with different teams and sharing insights. You know how to bridge the gap between end-users and internal teams like product or engineering.

• Comfortable with technology - You don’t need to be an engineer, but you’re confident using apps, learning new tools, and understanding how digital systems fit into the repair workflow.

• (Bonus) Proactive problem-solver - You’re keeping an eye out for patterns, spotting opportunities to improve, and taking initiative to make things better for repairers.
  

Please note: if you don't have all the skills/experience listed above but believe you could be outstanding in this role, please still consider applying. Many folks, especially those from underrepresented or marginalised groups, often count themselves out. Please allow us to learn more about you and why you're exceptional!