Support Platform Manager

Squarespace

About The Position

We are seeking a strategic Support Platform Manager to ensure our global support infrastructure is robust, dependable, and perfectly aligned with our operational use cases. In this role, you will lead a team of Systems Administrators and Systems Engineers dedicated to maintaining the high availability and functional integrity of our communication channels and core tools. You will serve as a vital technical conduit, bridging the gap between Support Operations and our Engineering and Product teams to ensure our technology stack evolves with our business requirements. The ideal candidate is a hands-on leader with deep expertise in the Zendesk ecosystem and a commitment to systems reliability. You will be responsible for defining technical standards, managing vendor relationships, and collaborating with partner teams such as Data Engineering, Security, and Product to ensure our support platform is mature, efficient, and scalable.

Requirements

5+ years of dedicated ownership and administration of enterprise business tooling, with a specialized focus on high-growth technology environments.
2+ years of experience leading technical teams, fostering cross-functional collaboration, and mentoring talent within systems administration disciplines.
Deep technical fluency in contact center infrastructure, with advanced proficiency in the Zendesk ecosystem and its associated marketplace integrations.
Proven track record of architecting integrations between contact center software, enterprise CRMs (e.g., Salesforce), and internal data warehouses to ensure a "single source of truth."
Expert-level ownership of business process design, paired with a rigorous approach to diagnosing and resolving complex software performance issues.
Demonstrated ability to navigate operational bottlenecks by deploying creative, scalable, and data-driven solutions.
Adept at aligning with stakeholders across the organization to drive business process management (BPM) initiatives and large-scale project delivery.
Hands-on experience leveraging APIs to extend system functionality and a successful history of bringing new technical offerings or services to market.

Responsibilities

Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations.
Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency.
Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output.
Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability.
Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights that validate customer value and technological ROI.
Collaborate closely with Product and Engineering partners to influence roadmap development and maintain the long-term integrity of support features.
Synthesize feedback from internal and external stakeholders to engineer iterative improvements, ensuring our support solutions remain modern and competitive.