Support Platform Manager
New
S
SquarespaceTechnology
Remote, United StatesFull-TimeManager
Salary135,500 - 239,200 USD per year
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Job Details
- Experience
- 5+ years of dedicated ownership and administration of enterprise business tooling, 2+ years of experience leading technical teams
- Required Skills
- SalesforceRESTful APIsCRMZendesk
Requirements
- 5+ years of dedicated ownership and administration of enterprise business tooling, with a specialized focus on high-growth technology environments.
- 2+ years of experience leading technical teams, fostering cross-functional collaboration, and mentoring talent within systems administration disciplines.
- Deep technical fluency in contact center infrastructure, with advanced proficiency in the Zendesk ecosystem and its associated marketplace integrations.
- Proven track record of architecting integrations between contact center software, enterprise CRMs (e.g., Salesforce), and internal data warehouses.
- Expert-level ownership of business process design and resolving complex software performance issues.
- Demonstrated ability to navigate operational bottlenecks by deploying creative, scalable, and data-driven solutions.
- Adept at aligning with stakeholders across the organization to drive business process management (BPM) initiatives.
- Hands-on experience leveraging APIs to extend system functionality.
Responsibilities
- Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations.
- Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency.
- Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output.
- Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability.
- Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights.
- Collaborate closely with Product and Engineering partners to influence roadmap development and maintain the long-term integrity of support features.
- Synthesize feedback from internal and external stakeholders to engineer iterative improvements.
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