Platform Support & Training Lead

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Requirements:

• 3+ years in a customer support or training role
• Experience with SaaS environment
• Experience working independently
• High attention to detail and output quality
• Experienced in and comfortable working with data, including running SQL and NoSQL (MongoDB, etc.) queries, using Postman, using multi-dimensional analysis tools (pivot-tables, etc.), troubleshooting technical issues, and working with SaaS and AI-driven tools
• Proven ability to write clear and effective documentation for technical and non-technical audiences
• Experience creating and delivering training materials for internal and external users
• Strong interpersonal skills to interact with clients, team members, and cross-functional teams
• Experience with developing and refining support processes to improve efficiency and customer satisfaction
• A self-starter mentality with a desire to grow the support function and lead a team
• Proficient with support ticketing systems such as Zendesk, Freshdesk, or similar, and project management tools like Jira or Trello
• Experience working with SaaS analytics platforms, AI tools, or related technologies preferred
• Familiarity with managing and scaling support teams
• Knowledge of best practices for creating self-service support systems
• Experience with digital marketing platforms and metrics preferred

Responsibilities:

• Stay updated on platform updates, roadmaps, current market trends, metrics, and technologies
• Triage, manage, and resolve support tickets, handling simple and complex issues
• Identify prioritization of requests to ensure appropriate resolution of issues and tickets
• Collaborate with the development team to troubleshoot technical issues and escalate more complex problems to the appropriate team members when necessary
• Ensure all support tickets are handled within service level agreements (SLAs) and identify and resolve bottlenecks or delays
• Ensure timely and consistent communication with requesters on resolution progress, roadblocks, and resolution
• Develop clear, concise, and comprehensive documentation for internal teams and external clients, reducing the volume of recurring support requests
• Create and deliver training materials for both internal teams and customers, focusing on improving the understanding and usage of our SaaS and AI-driven tools
• Help recruit and manage a high-performing support team, ensuring the team follows established processes and delivers high-quality support
• Work closely with the development and product teams to raise issues, track progress, and provide feedback on recurring problems or feature requests
• Track and report key metrics related to ticket resolution times, common issues, and documentation effectiveness to improve processes and ensure SLAs are maintained with high customer satisfaction
• Build, manage, and continuously improve a self-service knowledge base for internal and external use
• Additional job duties as assigned by management