About
We are looking for a Customer Platforms Manager to own the technical configuration and day-to-day management of our customer-facing platform stack, including support ticketing, customer success operations, customer portals, and health monitoring tools. This is a part-time, ongoing contract role (20 hours per week) with consistent weekly availability required.
What You Will Do
• Configure, maintain, and optimize platforms across support, customer success operations, and customer engagement (Salesforce and CS/support tooling)
• Build workflows, automations, and reports to support Customer Success leadership objectives
• Partner with internal process owners to translate business needs into technical specifications and platform configurations (our process owners are developing their requirements-gathering skills, so your ability to ask the right questions and guide conversations is essential)
• Attend 2–3 standing team meetings per week during consistent, agreed-upon hours
• Create and maintain clear documentation for all builds and configurations so our internal team can support them long-term
• Identify technical debt across the customer platform stack and propose actionable solutions
What We Are Looking For
• Platform expertise: 3+ years of hands-on experience with Salesforce (required), plus working knowledge of modern support and customer success platforms such as Zendesk, Freshdesk, Vitally, ChurnZero, Gainsight, Intercom, or similar tools
• Customer lifecycle knowledge: Strong understanding of ticketing, case management, health scoring, customer portals, and engagement campaign operations
• Multi-platform versatility: Demonstrated ability to work across multiple platforms and adapt quickly to new tools; this role is configuration-heavy, not code-heavy
• Consultative approach: Skilled at asking clarifying questions, guiding stakeholders through requirements gathering, and translating ambiguous needs into clear technical specifications
• Proactive communication: Responsive and reliable in Teams and email; you provide regular status updates and flag issues early without being prompted
• Collaborative mindset: You see yourself as part of the team, not just an executor of tasks; you contribute ideas, surface opportunities, and take ownership of outcomes
• Portfolio of work: Able to share examples of workflow and automation builds across multiple platforms
• Professional presence: Comfortable on video calls with US-based business stakeholders
Contract duration of more than 6 months. with 30 hours per week.
Mandatory skills: Salesforce, Churnzero, Gainsight
Languages
- English
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