The Platform Support Manager owns the performance, effectiveness, and evolution of the Platform
Support function. This role is accountable for leading the team end-to-end: people, performance,
stakeholder relationships, and case management outcomes.
The role requires a hands-on leader who takes full ownership of support delivery, builds strong
partnerships with internal stakeholders, and drives continuous improvement through process, data, and
technology — including the adoption of AI and automation where appropriate.
Duties and Responsibilities:
- Own the Platform Support (L1) team’s performance, engagement, and development.
- Performs the day-to-day management and operational duties, supervising the Platform Support team
- (L1).
- Identify and develop Team Goals and Key Performance Indicators (KPIs) and communicating them to
- the team.
- Provides regular coaching and KPI reviews to teammates to ensure procedural and performance
- compliance.
- Set clear goals, expectations, and accountability across the team.
- Lead hiring, onboarding, training, and ongoing capability development.
- Collaborates to develop, measure, and document potential improvements on the process workflows.
- Collaborate with Internal Stakeholders to discuss key improvements or problems for the operations
- and platform.
- Rallies L1 teammates to achieve company goals through discussing goals and identifying impacts for
- both internal and external stakeholders.
- Foster a culture of ownership, continuous improvement, and customer focus.
- Reviews teammate timesheets, attendances, and full-time equivalents (FTEs).
- L1 Work-Force Management (WFM) - develops and modifies schedules to ensure work-force coverage.
- Sets deadlines for key Ad-Hoc Tasks required to be completed by the L1 Team.
- Discusses operational and procedural changes to the L1 team to help ensure compliance and
- application.
- Holds regular meetings with L1 and other internal stakeholders/teams to collaborate on company goals
- and issues that need to be addressed.
- Acts as an Escalation point to the team & internal stakeholders
- Perform and oversee quality assurance on cases and drive corrective actions where needed.
- Build trusted relationships with Product, Engineering, Service Management, and other operational teams.
- Translate business and platform changes into clear operational actions for the team.
- Champion the use of data, automation, and AI to improve efficiency, quality, and customer experience.
- Document and maintain SOPs, ensuring consistency and scalability.
- Must have at least 3 years of experience on ShipServ Support Process or equivalent domain knowlege
- Must have at least 3 years of management background
- Strong attention to detail, organized, ability to multi-task & to work independently.
- Excellent communication skills; both oral and written
- Leadership, Delivering Feedback and Coaching Skills
- Can build and maintain a positive relationship with clients and internal stakeholders
- Excellent communication and analytical skills
- Customer-centric mindset with high standards for quality and accountability
- Proficient in Microsoft Office applications especially Outlook, Excel, Word & PowerPoint.
- Strong people management skills
