Joshua Hancock

About Joshua Hancock

I specialize in post-sales implementation and partner support for messaging and telecom platforms, working at the intersection of customer success, compliance, and operations.In my current role, I own complex customer and partner outcomes beyond day-to-day support — including onboarding, campaign registration (10DLC), deliverability issues, billing blockers, and escalations that span multiple teams. I frequently act as the bridge between customers, partners, and engineering, translating real-world issues into actionable improvements.My work focuses on: • Implementing and stabilizing customers and partners on messaging platforms • Supporting 10DLC registration, compliance, and campaign troubleshooting • Identifying systemic issues across support requests and improving processes • Building documentation and operational structure to reduce friction and scale support • Serving as an escalation point for high-impact or high-complexity issuesI’m especially effective in environments where products are powerful but complex, compliance matters, and customers need a thoughtful, technical partner post-sale.

Experience

1. Partnership Implementation & Solutions Engineer

   Clerk Ai

   Oct 2024 — Present

   Partnership Implementation & Solutions EngineerClerk Chat – Raleigh, NC • Jan 2024 – PresentLead post-sales onboarding and implementation for telecom/AI partners, ensuring seamless go-live for their end customers.Provide front-end technical guidance during pre-sales and early partnership phases, translating complex requirements into actionable solutions.Design, build, and implement custom AI agents and conversational workflows that automate support and messaging tasks for partners and their end customers, tailoring solutions to diverse business use cases.Act as primary escalation point for partner technical and operational issues, coordinating resolution across engineering, support, and third-party vendors.Develop and maintain partner-facing documentation, training materials, and enablement resources to reduce onboarding time and empower partners to self-support.Surface product feedback and collaborate with engineering to improve usability and scale partner operations.Train internal support teams on unique partner requirements, driving consistent, high-quality service.

Education

• Massey University

  Graduate Diploma of Arts, Social Policy

  2016 — 2016

• Victoria University

  Bachelor’s Degree, Communication and Media Studies, Sociology, History

  2012 — 2014