Platform Experience Manager

Responsibilities

Customer and Revenue Support

• Intake, triage, and resolve customer technical inquiries through Intercom, email, and Zoom.
• Identify, reproduce, document, and escalate bugs and complex technical issues to Engineering.
• Serve as a technical escalation point for Customer Success when issues put retention at risk.
• Manage communications for active, customer-impacting platform issues through resolution.
• Represent the customer perspective throughout product planning and release cycles.
• Own the customer side of product launches from beta through release.
• Identify launch customers, coordinate feedback forums, synthesize insights, and prepare customers and internal teams for releases.
• Partner with Product, Product Marketing, and Enablement on launch materials and internal enablement sessions.
• Surface trends from support queues and customer interactions as actionable feedback for Product and Engineering.

Requirements

• 3+ years of experience in a customer-facing technical role such as technical support, solutions engineering, platform enablement, or customer success.
• Prior experience in AdTech or performance marketing.
• Ability to troubleshoot complex platform issues, triage bugs, and communicate technical concepts clearly.
• Strong verbal and written communication skills for technical and non-technical audiences.
• Strong cross-functional collaboration skills across Product, Engineering, Revenue, and Enablement.
• Excellent organization and ability to manage concurrent issues and projects.
• Proactive, solutions-oriented approach with strong root-cause analysis and follow-through.

Compensation and Benefits

• Benefits and compensation details are not specified in the posting.