Platform Support Specialist
Supports small-business customers using a self-serve advertising platform by diagnosing issues, resolving inquiries, documenting tickets, and directing users to self-service resources. The role requires 1–3 years of customer-facing or technical support experience and strong written communication.
About the job
Responsibilities
- Manage a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets.
- Diagnose and resolve platform issues involving account setup, billing, product navigation, campaign troubleshooting, and general how-to questions.
- Ask targeted clarifying questions, reproduce problems where possible, and identify root causes.
- Document escalated issues thoroughly and route them to the appropriate team with complete context.
- Match customers with relevant help center articles, onboarding materials, and in-product guides.
- Maintain accurate ticket documentation, including categorization, resolution steps, and outcomes.
- Follow triage and escalation protocols and determine which issues can be resolved at the support tier.
- Meet response-time and resolution-time SLA targets across assigned channels.
- Identify recurring issues, product confusion patterns, and help-center gaps.
- Contribute feedback and ideas to establish Platform Support processes, documentation standards, and ways of working.
Requirements
- 1–3 years of experience in a customer-facing role, with exposure to product or technical support; SaaS, adtech, or digital marketing experience is preferred.
- Ability to diagnose and resolve platform issues independently.
- Experience with ticketing or chat-based support systems such as Intercom, Zendesk, or Salesforce Service Cloud.
- Ability to navigate ambiguous or incomplete problem descriptions and ask effective questions to identify root causes.
- Strong written communication skills in a high-volume, asynchronous environment.
- Resolution-oriented approach to driving tickets to closure.
- Resourcefulness in using documentation and product knowledge before escalating.
- Proactive feedback orientation, including surfacing recurring patterns and product gaps.
Nice to Haves
- Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT).
- Familiarity with self-serve advertising platforms and issues commonly encountered by small-business advertisers.
Skills
Intercom, Zendesk, Salesforce Service Cloud, SaaS, Adtech, Digital Advertising, Programmatic Media, Connected Tv, Ticketing Systems, Customer Support
Similar jobs
Customer Support jobs
BizzyCar
St. Louis, MO
Handles inbound text-based customer service for vehicle recalls, converts inquiries into scheduled appointments, and maintains accurate records across multiple systems. Requires at least one year of high-volume call center experience and strong written communication skills.
BizzyCar
St. Louis, MO
Handles inbound text-based customer service for vehicle recalls, converts service leads into scheduled appointments, and maintains accurate records across multiple systems. Requires at least one year of high-volume call center experience and strong written communication skills.
Ramp
New York, NYHandles complex customer issues across payments, cards, travel, and accounting integrations while driving escalations and process improvements. The role suits a systems thinker with hands-on AI-tool experience, strong communication skills, and comfort troubleshooting technical workflows.
Thatch
United States
Supports members with healthcare benefits, insurance, and platform issues through empathetic email and phone assistance. The role requires 1–4 years of member-facing support experience, strong communication, and collaboration with Operations, Product, and Engineering.
Thatch
San Francisco, CA
Supports members through healthcare benefits and platform issues via email and phone, owns cases end-to-end, and identifies opportunities to improve support systems. Requires 1–4 years of customer-facing experience, strong communication, and onsite availability in the San Francisco Bay Area.