Platform Support Manager

Who We Want The Platform Support Manager will lead the Arrive Enterprise IT Team in resolving frontline issues for internal and external customers using Arrive Logistics’s ARRIVEnow Platform. This team serves as the go-to resource for troubleshooting complex escalations, providing technical support, offering mentorship, and issue triage. Internal users of our systems will look to you and your team for various issue resolutions, including ARRIVEnow applications and other technical applications within the Arrive Logistics ecosystem. About the Role As the Platform Support Manager, you will also identify gaps and improve processes that boost productivity and quality of work. This role will work with management to establish department goals, objectives, and training for your team. As a manager you will also evaluate performance and hold direct reports accountable for performance and address any issues appropriately. What You’ll Do Manage the daily operations of the department. Evaluate performance, hold direct reports accountable and address any issues appropriately. Hire, promote and performance-manage as needed. Provide white glove customer service to our external partners and internal users. Develop and automate workflows to improve user experience. Develop and identify improvements to current processes that improve productivity and quality of the team. Work with management to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately. Develop and monitor team KPIs. Run, monitor and analyze reports and provide updates to leadership. Implement related improvements as suggested by data and knowledge of challenges. Build and maintain relationships with internal and external key stakeholders. Maintain regular communication with Product & Development teams and create a release-centric support structure. Escalate issues to the appropriate product and development teams. Follow the incident management process to elevate issues. Take ownership of communication to the business and provide high level support during incidents. Utilize information repositories, team resources, and product release documentation to ensure that account administration and technical support stays consistent, timely and progressive for users. Collaborate, communicate and understand business needs with management, Product, and Development teams. Utilize resources to add enhancements and improvements based on issues that have been raised and best practice. Take a proactive approach to expanding the team’s knowledge and output. Seek opportunities to resolve pain points amongst stakeholders and continue to find ways to provide better service to our internal and external customers. Develop and maintain a team training program, including training documents and materials. Train new hires and team on updated processes, regulations and requirements. Provide continuous training allowing growth within your team. Qualifications Bachelor’s degree in Computer Science, or related field. 6+ years of platform support and/or related technical experience. 2+ years of management and/or project leadership experience. Experience in a multi-faceted, enterprise SaaS solution, preferred. Excellent written, presentation, and communication skills and ability to articulate complex processes to key business leaders. Some knowledge of programming languages preferred (SQL, Java, HTML). Detail-oriented and strives for continuous improvement. Ability to problem solve unique & complex issues, both independently & collaboratively. Ability to build positive and productive working relationships across a variety of teams and partners. Ability to organize, plan, and prioritize team resources. Supervisory Responsibility This position will manage the Platform Support Team, which is inclusive of Platform Support Engineers. The Perks of Working With Us Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage. Invest in your future with our matching 401(k) program. Build relationships and find your home at Arrive through our Employee Resource Groups. Enjoy office wide engagement activities, team events, happy hours and more. Leave the suit and tie at home; our dress code is casual. Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown. Park your car for free on site. Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew. Sweat it out with the team at our onsite gym. Maximize your wellness with free counseling sessions through our Employee Assistance Program. Take time to manage your physical and mental health – we offer company paid holidays, paid vacation time and wellness days. Receive 100% paid parental leave when you become a new parent. Get paid to work with your friends through our Referral Program. Get relocation assistance! If you are not local to the area, we offer relocation packages. #J-18808-Ljbffr