Platform Manager – Customer Service, Fixed-term Contract

This is a fully remote position, open to applicants in Europe.

📋 Description

• Assume responsibility for the Customer Service platform and its ongoing enhancement.

• Collaborate with Customer Support and service teams to grasp processes, challenges, and requirements.

• Convert business needs into solution concepts and implement them using Jira Service Management.

• Oversee and prioritize the platform backlog alongside business stakeholders.

• Design and refine comprehensive Customer Service processes, encompassing request and case management, routing, queues, escalations, and resolution workflows.

• Set up and improve Jira Service Management and Confluence, including workflows, request types, forms, queues, SLAs, automation, permissions, and notifications.

• Provide guidance to stakeholders on Service Management best practices and platform functionalities.

• Assist in testing, documentation, rollout, and the adoption of new Customer Service features.

• Contribute to the platform roadmap and assess the evolution of the technology landscape.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Service, Service Management, or business application/platform management.

• Strong practical experience with Jira Service Management, particularly in designing and configuring service projects.

• Solid understanding of Jira concepts, including workflows, issue types, permissions, automation, and reporting.

• Capacity to take full ownership of a platform while balancing business needs, user experience, technical feasibility, and maintainability.

• Ability to translate business requirements into technical concepts and actionable solutions.

• Experience in managing and prioritizing requirements from diverse stakeholders.

• Familiarity with knowledge management, self-service, service portals, automation, and service reporting is advantageous.

• Experience with APIs, integrations, or related enterprise applications is a plus.

• Excellent communication skills and confidence in navigating the intersection of business and technology.

• Analytical and methodical working style with a practical, customer-centric, and solution-focused mindset.

🏝️ Benefits

• 12 months duration fixed-term contract for maternity leave replacement.