Platform Support & Training Lead - Remote

Overview

The Platform Support & Training Lead will be responsible for overseeing all support-related activities and developing training and documentation processes. Initially, you will personally handle support tasks while building and leading a scalable support team.

In Short

• Stay updated on platform updates and market trends.
• Triage, manage, and resolve support tickets.
• Collaborate with development and product teams.
• Ensure timely communication with requesters.
• Develop documentation for internal and external use.
• Create training materials for teams and customers.
• Help recruit and manage a support team.
• Track and report key metrics related to support.
• Build and improve a self-service knowledge base.
• Additional duties as assigned by management.

Requirements

• Experience in support management.
• Strong communication skills.
• Ability to troubleshoot technical issues.
• Experience with SaaS and AI-driven tools.
• Leadership experience in team management.
• Proficiency in documentation and training development.
• Ability to track and analyze support metrics.
• Commitment to customer satisfaction.

Benefits

• Work in an innovative digital marketing company.
• Opportunity to build and lead a support team.
• Engage with cutting-edge technologies.
• Collaborate with cross-functional teams.
• Flexible working environment.
• Focus on professional growth and development.