Platform Manager

2 days ago

Work from Home, Philippines OVA Virtual Full time

We are hiring a Platform Operations Manager to oversee the daily performance, data integrity, and process efficiency of multiple SaaS platforms for a U.S.-based health and wellness company. This role is ideal for someone who can balance technical problem-solving, analytics, and team collaboration.

Must Have's

  • 5+ years of experience in SaaS operations or platform management
  • Hands-on experience with Zendesk administration and analytics
  • Strong reporting and data visualization skills (Excel, BI tools, or SQL)
  • Proven ability to troubleshoot and maintain multiple client environments
  • Strong communication and stakeholder management skills

Nice-to-Haves / Preferred

  • Experience leading a support or platform administration team
  • Familiarity with API workflows, integrations, or Zapier automations
  • Exposure to multi-tenant SaaS or B2B marketplace environments
  • Knowledge in continuous improvement methodologies (Lean, Six Sigma)
  • Experience creating KPI dashboards and operational reports

This Position Is Perfect For You If You Are…

  • Analytical, process-driven, and highly organized
  • A proactive problem-solver who enjoys improving systems
  • Tech-savvy with strong attention to detail
  • Collaborative and confident working with cross-functional teams
  • Reliable and consistent in delivering measurable results

We are looking for the following specific requirements

  • 5+ years in SaaS operations, client success, or platform support
  • Proven Zendesk administration experience (workflows, triggers, reporting)
  • Advanced analytical skills using Excel, BI tools, or SQL
  • Strong documentation and communication abilities
  • Leadership skills and a track record of process optimization

Your responsibilities will include (but are not limited to):

  • Oversee and manage daily platform operations (EC Staffing and Elements Exchange)
  • Conduct regular system health checks and monitor data quality
  • Lead Zendesk support administration and ensure SLA compliance
  • Track KPIs, analyze performance, and produce dashboards
  • Collaborate with product and engineering teams for bug fixes and enhancements
  • Develop SOPs and documentation for workflows and support processes
  • Mentor junior team members and ensure support consistency
  • Deliver reports on platform health and client satisfaction

Job Type: Full-time

Pay: Php90, Php100,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Paid training
  • Pay raise
  • Work from home

Application Question(s):

  • Years of experience working as a Freelancer or as a Virtual Assistant (DO NOT include any time spent working from home due to the pandemic if your role was originally office-based.)
  • Are you comfortable using Hubstaff for time tracking? It's required for all our VAs—just screenshots, no videos.
  • Do you have a main and backup computer? This is strictly required as we conduct system checks.
  • Do you have a main and backup internet? This is strictly required as we conduct system checks.

Experience:

  • Zendesk: 3 years (Preferred)
  • SaaS Industry: 5 years (Preferred)
  • Operations Management: 4 years (Preferred)
  • Power BI: 3 years (Preferred)

Work Location: Remote

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