Platform Support Manager

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.

Requirements

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

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