Senior Manager, Platform Support

About Cardlytics
Remember that time you got cash back on a cup of coffee through your banking app? That was us!

Cardlytics (NASDAQ: CDLX) is the industry-leading purchase intelligence and incentives platform. We are a product-driven company that cares about three things: our people, our customers, and our partners. Together, we make commerce more rewarding for everyone by helping businesses attract, understand, and incentivize consumers through their banks’ digital channels.

About the Team

The Platform Support team ensures the reliable operation of our platform by providing technical assistance to customers and resolving complex platform-related issues. This team plays a vital role in maintaining platform stability, addressing escalations, and ensuring customers receive timely and effective support. Their work directly impacts customer satisfaction and helps drive overall business success by keeping our systems running smoothly.

About the Position

Location: Remote EST Timezone

Cardlytics is seeking a Platform Support Lead to join our team, reporting to the Sr. Director, Integration Consultants. This hybrid role blends hands-on technical support with team leadership, focusing on resolving complex platform issues and leading a small team. The lead will drive process improvements, optimize support workflows, and enhance team performance, making a direct impact on the efficiency and reliability of our support operations and the experience of our customers.

Responsibilities:

• Lead and manage the Platform Support and Consumer Success teams, providing guidance, coaching, and professional development for team members.

• Participate in resolving complex technical issues, directly supporting platform-related incidents, and escalating when necessary to ensure SLAs are met.

• Build and refine processes for platform support and customer success, driving operational efficiency, and reducing reliance on engineering escalations.

• Work closely with other internal teams such as Engineering, Product, and Sales to ensure customer success and platform stability.

• Act as a point of contact for critical customer interactions, driving issue resolution, and maintaining high customer satisfaction levels.

• Develop and track KPIs to measure team performance, identify trends, and provide visibility to leadership on both support outcomes and customer success metrics.

• Contribute to long-term strategy for platform support and customer success, aligning team goals with overall business objectives.

Minimum Qualifications

• 5+ years in an enterprise technical support role, with at least 2 years in a leadership position.

• In-depth knowledge of platform operations, with practical experience in troubleshooting and resolving complex technical challenges. Proficient in shell scripting and coding.

• Proficiency in Atlassian (Jira, Confluence)

• Leadership Skills: Proven ability to lead and mentor a team, with strong interpersonal and communication skills.

• Experience in building, implementing, and improving operational processes to enhance efficiency and team performance.

• Strong cross-functional communication and teamwork skills to ensure alignment across departments.

• A passion for delivering exceptional customer experiences and the ability to act as a customer advocate.

Preferred Qualifications

• Familiarity with cloud infrastructure, DevOps practices, or platform-as-a-service (PaaS) technologies (e.g., AWS, Networking).

• Familiarity in tools such as Salesforce, Zendesk, DataDog, SQL and AWS

• Proven track record in process improvement and driving operational efficiency in support functions.

Core Values

Our shared values are the driving force behind everything we do. Across all roles, we are looking for teammates who embody these values:

• Customer and Partner-first

• Act with Urgency and Focus

• Integrity with our partners and data

• Accountability even when challenged

• Empowerment over hierarchy

• Growth over comfort

Benefits and Perks

• Flexible paid time off plus company holidays

• Medical, dental, and vision insurance begins on your first day

• 401(k) retirement plan with company match, plan also includes a student loan debt repayment option

• Employee Stock Purchase Plan

• Educational assistance for continuing education

• Lifestyle Spending Account for physical, emotional, and financial wellness (like gym memberships, home down payments, art classes, park passes, and more!)

• Complementary Calm app subscriptions to support employee mental health and wellbeing

As an equal opportunity employer, Cardlytics is committed to diversity, equity, and inclusion. Our people bring our products and organization to life, and every unique perspective makes us better. If you can do the job and you’re excited about growing with us as we scale our best-in-class advertising platform, we’d love to hear from you. If you need accommodation in the recruiting process due to a disability, please email [email protected] or inform your recruiter.