Platform Support Manager

Manage the daily operations of the department. Evaluate performance, hold direct reports accountable and address any issues appropriately. Hire, promote and performance-manage as needed. 

Provide white glove customer service to our external partners and internal users. Develop and automate workflows to improve user experience.

Develop and identify improvements to current processes that improve productivity and quality of the team.

Work with management to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately. 

Develop and monitor team KPIs. Run, monitor and analyze reports and provide updates to leadership. Implement related improvements as suggested by data and knowledge of challenges. 

Build and maintain relationships with internal and external key stakeholders. Maintain regular communication with Product & Development teams and create a release-centric support structure.

Escalate issues to the appropriate product and development teams. Follow the incident management process to escalate issues. Take ownership of communication to the business and provide high level support during incidents.

Utilize information repositories, team resources, and product release documentation to ensure that account administration and technical support stays consistent, timely and progressive for users. 

Collaborate, communicate and understand business needs with management, Product, and Development teams. Utilize resources to add enhancements and improvements based on issues that have been raised and best practice. 

Take a proactive approach to expanding the team’s knowledge and output. Seek opportunities to resolve pain points amongst stakeholders and continue to find ways to provide better service to our internal and external customers.

Develop and maintain a team training program, including training documents and materials. Train new hires and team on updated processes, regulations and requirements. Provide continuous training allowing growth within your team.

Bachelor’s degree in Computer Science, or related field.

6+ years of platform support and/or related technical experience.

2+ years of management and/or project leadership experience.

Experience in a multi-faceted, enterprise SaaS solution, preferred.

Excellent written, presentation, and communication skills and ability to articulate complex processes to key business leaders.

Some knowledge of programming languages preferred (SQL, Java, HTML).

Detail-oriented and strives for continuous improvement.

Ability to problem solve unique & complex issues, both independently & collaboratively.

Ability to build positive and productive working relationships across a variety of teams and partners.

Ability to organize, plan, and prioritize team resources.