Platform Support Manager

We are looking for a Platform Support Manager to handle client support communication in English for external customers. This role is suited to someone who enjoys working with complex issues, thinking critically, and taking responsibility for seeing problems through to resolution.

The role offers exposure to diverse client environments and requires clear communication, sound judgment, and a structured approach to problem-solving. It’s an opportunity to develop deep product knowledge while having a direct impact on customer outcomes.

Responsibilities:

• Be the Champion of Elevate: Serve as the primary point of contact for clients using the Elevate Platform, ensuring seamless onboarding, adoption, and ongoing success with various Research, Planning and Reporting features of the Platform.

• Support the Migration: Provide operational support for the client transition from BI platform operations to Elevate Platform UI workflows, assisting with migration of reporting access for our clients, managing expectations, and ensuring data continuity throughout the process.

• Own Client Support Operations: Oversee the support ticketing system, respond to client inquiries via email in English, and maintain SLA standards for our US and Canadian client base.

• Act as the Voice of the Customer: Collect feature requests, pain points, and enhancement suggestions to inform product roadmap decisions. Track platform usage metrics and proactively reach out to clients who may need additional support.

• Documentation & Knowledge Base: Help maintain and update platform documentation, FAQs, troubleshooting guides, and best practices that empower clients to maximize their use of Elevate's capabilities.

• Experience in a client-facing support, customer success, or platform operations role (analytics, dashboards, data visualization platforms).

• Familiarity with reporting and analytics tools (e.g., Google Analytics, Tableau, Power BI).

• Ability to explain technical concepts clearly to both technical and non-technical audiences through written communication. Strong English language skills.

• Client-first mindset with empathy, patience, and dedication to client success.

• Strong analytical and problem-solving skills to diagnose root causes and develop practical solutions.

• Self-motivation and organizational skills to manage multiple client support requests simultaneously while maintaining SLA compliance.

Nice to have:

• Background in AdTech or MarTech.

• Familiarity with advertising or campaign management platforms (e.g., Google Ad Manager, DV360, Meta Ads).