Cardlytics · 1 day ago
Senior Manager, Platform Support
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Lead and manage the Platform Support and Consumer Success teams, providing guidance, coaching, and professional development for team members.
Participate in resolving complex technical issues, directly supporting platform-related incidents, and escalating when necessary to ensure SLAs are met.
Build and refine processes for platform support and customer success, driving operational efficiency, and reducing reliance on engineering escalations.
Work closely with other internal teams such as Engineering, Product, and Sales to ensure customer success and platform stability.
Act as a point of contact for critical customer interactions, driving issue resolution, and maintaining high customer satisfaction levels.
Develop and track KPIs to measure team performance, identify trends, and provide visibility to leadership on both support outcomes and customer success metrics.
Contribute to long-term strategy for platform support and customer success, aligning team goals with overall business objectives.
Qualification
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Required
5+ years in an enterprise technical support role, with at least 2 years in a leadership position.
In-depth knowledge of platform operations, with practical experience in troubleshooting and resolving complex technical challenges. Proficient in shell scripting and coding.
Proficiency in Atlassian (Jira, Confluence)
Leadership Skills: Proven ability to lead and mentor a team, with strong interpersonal and communication skills.
Experience in building, implementing, and improving operational processes to enhance efficiency and team performance.
Strong cross-functional communication and teamwork skills to ensure alignment across departments.
A passion for delivering exceptional customer experiences and the ability to act as a customer advocate.
Preferred
Familiarity with cloud infrastructure, DevOps practices, or platform-as-a-service (PaaS) technologies (e.g., AWS, Networking).
Familiarity in tools such as Salesforce, Zendesk, DataDog, SQL and AWS
Proven track record in process improvement and driving operational efficiency in support functions.
Benefits
Flexible paid time off plus company holidays
Medical, dental, and vision insurance begins on your first day
401(k) retirement plan with company match, plan also includes a student loan debt repayment option
Employee Stock Purchase Plan
Educational assistance for continuing education
Lifestyle Spending Account for physical, emotional, and financial wellness (like gym memberships, home down payments, art classes, park passes, and more!)
Complementary Calm app subscriptions to support employee mental health and wellbeing
Company
Cardlytics
Cardlytics uses purchase-based intelligence to make marketing more relevant and measurable.
201-500 employees
H1B Sponsorship
Cardlytics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (25)
2022 (46)
2021 (29)
2020 (31)
Funding
Current Stage
Public CompanyTotal Funding
$362.64MKey Investors
Discovery CapitalGroupe AeroplanKinetic Ventures
2024-03-26Post Ipo Debt· $150M
2018-02-08IPO· undefined
2017-05-18Series G· $11.94M
Leadership Team
Lynne Laube
CEO
Scott Grimes
Executive Chairman & Co-Founder
Recent News
2024-05-19
2024-05-19
Company data provided by crunchbase
