Manage and evolve the team's portfolio of support and post-sales platforms to meet the changing needs of the Customer Experience and Customer Success organizations.
Serve as a primary on-call responder, owning incident resolution and stakeholder communication during platform disruptions.
Drive the adoption and integration of AI-powered tools and automations across customer platforms to improve user efficiency and customer outcomes.
Partner with Engineering and Customer Experience and Success to translate business needs into platform solutions.
Identify and execute platform improvements that reduce operational friction, increase reliability, and scale with the business.
Build and maintain the team's automation tooling and scripting infrastructure.
Establish and maintain the documentation standards that keep the team operationally resilient, including SOPs, runbooks, and system guide.

Requirements

4+ years of proven experience administering enterprise support or customer platforms in a production environment.
Proficiency with AI tools and scripting languages (e.g., Python, Bash, JavaScript), with a demonstrated comfort incorporating both into daily workflows to increase efficiency and output.
Demonstrated experience managing multi-platform environments.
Experience governing platform access — provisioning, role-based access control, and security policy enforcement.
Track record of shipping platform changes through structured processes: scoping, testing, communicating, and deploying without disruption.
Operational maturity with demonstrated experienced owning incident response, triaging escalations, and maintaining composure under pressure.
Ability to produce and maintain clear, structured documentation — SOPs, runbooks, and system guides that are accessible to both technical and non-technical audiences.

Benefits

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development
Performance bonuses
Stock options
Equipment allowances
Wellness programs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI toolsscripting languagesPythonBashJavaScriptincident responserole-based access controlsecurity policy enforcementplatform improvementsautomation tooling

Soft Skills

stakeholder communicationoperational resiliencecomposure under pressuredocumentation skillscollaborationproblem-solvingadaptabilityefficiency improvementprocess managementcustomer focus