Platform Support Manager

• Be the Champion of Elevate: Serve as the primary point of contact for clients using the Elevate Platform, ensuring seamless onboarding, adoption, and ongoing success with various Research, Planning and Reporting features of the Platform.
• Support the Migration: Provide operational support for the client transition from BI platform operations to Elevate Platform UI workflows, assisting with migration of reporting access for our clients, managing expectations, and ensuring data continuity throughout the process.
• Own Client Support Operations: Oversee the support ticketing system, respond to client inquiries via email in English, and maintain SLA standards for our US and Canadian client base.
• Act as the Voice of the Customer: Collect feature requests, pain points, and enhancement suggestions to inform product roadmap decisions. Track platform usage metrics and proactively reach out to clients who may need additional support.
• Documentation & Knowledge Base: Help maintain and update platform documentation, FAQs, troubleshooting guides, and best practices that empower clients to maximize their use of Elevate's capabilities.

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• Experience in a client-facing support, customer success, or platform operations role (analytics, dashboards, data visualization platforms).
• Familiarity with reporting and analytics tools (e.g., Google Analytics, Tableau, Power BI).
• Ability to explain technical concepts clearly to both technical and non-technical audiences through written communication. Strong English language skills.
• Client-first mindset with empathy, patience, and dedication to client success.
• Strong analytical and problem-solving skills to diagnose root causes and develop practical solutions.
• Self-motivation and organizational skills to manage multiple client support requests simultaneously while maintaining SLA compliance.

• USD compensation that values your expertise.‍
• Work from anywhere: Fully remote to suit your lifestyle.‍
• 31 days of paid time off: 21 days of annual leave + 10 days of sick leave, because your health and work-life balance matter.‍
• Growth-focused environment: Access to learning resources and clear pathways for growth.‍
• Fun team events: Virtual cooking classes, yoga sessions, team quizzes and more
• ‍A culture of trust: We cut the red tape — results over rules always. Open talk, ownership, and getting things done together.

• Screening Interview (45 minutes) – Initial conversation with a recruiter.
• Team Interview (up to 60 minutes) – A meeting with your potential Team Lead and future colleagues to assess team fit and discuss role-specific responsibilities, expectations and workflows.‍
• Final Interview (Up to 60 minutes) – Meet with the Team Lead for an in-depth discussion of your experience and skills.‍
• Offer – If all goes well, we’ll be happy to make you an offer to join our team.

‍AI Digital does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class in terms of employment. We support workplace diversity and believe strongly that it contributes to a broader collective perspective that consistently leads to better products and a better company. We are working hard to increase the diversity of our team.