# Platform Support Manager

> Marcura · Taguig, Philippines (Hybrid) · Full-time · Posted 2026-04-21

**Workplace:** hybrid

**Department:** Solutions-Marketplace

## Description

The Platform Support Manager owns the performance, effectiveness, and evolution of the Platform

Support function. This role is accountable for leading the team end-to-end: people, performance,

stakeholder relationships, and case management outcomes.

The role requires a hands-on leader who takes full ownership of support delivery, builds strong

partnerships with internal stakeholders, and drives continuous improvement through process, data, and

technology — including the adoption of AI and automation where appropriate.

**Duties and Responsibilities:**

-   Own the Platform Support (L1) team’s performance, engagement, and development.
-   Performs the day-to-day management and operational duties, supervising the Platform Support team
-   (L1).
-   Identify and develop Team Goals and Key Performance Indicators (KPIs) and communicating them to
-   the team.
-   Provides regular coaching and KPI reviews to teammates to ensure procedural and performance
-   compliance.
-   Set clear goals, expectations, and accountability across the team.
-   Lead hiring, onboarding, training, and ongoing capability development.
-   Collaborates to develop, measure, and document potential improvements on the process workflows.
-   Collaborate with Internal Stakeholders to discuss key improvements or problems for the operations
-   and platform.
-   Rallies L1 teammates to achieve company goals through discussing goals and identifying impacts for
-   both internal and external stakeholders.
-   Foster a culture of ownership, continuous improvement, and customer focus.
-   Reviews teammate timesheets, attendances, and full-time equivalents (FTEs).
-   L1 Work-Force Management (WFM) - develops and modifies schedules to ensure work-force coverage.
-   Sets deadlines for key Ad-Hoc Tasks required to be completed by the L1 Team.
-   Discusses operational and procedural changes to the L1 team to help ensure compliance and
-   application.
-   Holds regular meetings with L1 and other internal stakeholders/teams to collaborate on company goals
-   and issues that need to be addressed.
-   Acts as an Escalation point to the team & internal stakeholders
-   Perform and oversee quality assurance on cases and drive corrective actions where needed.
-   Build trusted relationships with Product, Engineering, Service Management, and other operational teams.
-   Translate business and platform changes into clear operational actions for the team.
-   Champion the use of data, automation, and AI to improve efficiency, quality, and customer experience.
-   Document and maintain SOPs, ensuring consistency and scalability.

## Requirements

-   Must have at least 3 years of experience on ShipServ Support Process or equivalent domain knowlege
-   Must have at least 3 years of management background
-   Strong attention to detail, organized, ability to multi-task & to work independently.
-   Excellent communication skills; both oral and written
-   Leadership, Delivering Feedback and Coaching Skills
-   Can build and maintain a positive relationship with clients and internal stakeholders
-   Excellent communication and analytical skills
-   Customer-centric mindset with high standards for quality and accountability
-   Proficient in Microsoft Office applications especially Outlook, Excel, Word & PowerPoint.
-   Strong people management skills

## Apply

[Apply at Marcura](https://apply.workable.com/marcura/j/83211E344C/apply)

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