Skills
Customer Support Systems
Platform Integrations
Service Operations
About the Role
Shield AI is looking for a Customer Support Systems Platform Manager to help power reliable, scalable support tooling. In this role, you’ll oversee the platforms and workflows that enable our support teams to deliver timely, high-quality customer experiences.
Responsibilities
- Own and manage customer support systems and platform integrations to improve service delivery.
- Partner with internal stakeholders to identify gaps, prioritize enhancements, and drive operational improvements.
- Coordinate platform updates, releases, and support process improvements while maintaining system reliability.
- Analyze support workflows and performance signals to recommend improvements and optimize user experience.
- Maintain documentation, workflows, and best practices for support platform operations.
Requirements
- Experience managing customer support systems, ticketing workflows, or service operations platforms.
- Strong understanding of integrations and data flow between support tools and internal systems.
- Ability to work cross-functionally with engineering, operations, and customer-facing teams.
- Comfort working with metrics and using insights to improve processes.
- Strong communication skills and a customer-first mindset.
Benefits
- Opportunity to contribute to defense technology with real-world impact.
- Work with a mission-driven, venture-backed team.
- Collaborative environment with teams across multiple regions.
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