MNTN is hiring a Platform Experience Manager to serve as the customer-facing subject matter expert for a product domain, bridging Engineering, Product, and Revenue teams. Responsibilities include resolving customer technical inquiries via Intercom, email, and Zoom; escalating bugs and technical issues to Engineering; managing communication on platform issues; representing customer perspectives in product planning; owning customer communications for product launches; and surfacing customer insights to inform product improvements. Candidates should have 3+ years in a technical customer-facing role, experience in AdTech or performance marketing, strong troubleshooting and communication skills, cross-functional collaboration ability, and a proactive, organized approach. The role is full-time and remote, based in the United States.
What you'll do
Intake, triage, and resolve customer technical inquiries through Intercom, email, and Zoom, providing clear, effective guidance to get customers unstuck and back to success
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Requirements
3+ years of experience in a customer-facing technical role such as technical support, solutions engineering, platform enablement, or customer success
Prior experience in AdTech or performance marketing
Proven ability to troubleshoot complex platform issues, triage bugs, and communicate technical concepts clearly to both customers and engineering teams
Clear and effective verbal and written communication skills, with the ability to adapt messaging for technical and non-technical audiences
Strong cross-functional instincts, comfortable partnering across Product, Engineering, Revenue, and Enablement teams to get things done
Highly organized with the ability to manage a high volume of concurrent issues and projects without losing attention to detail or follow-through
A proactive, solutions-oriented mindset: you identify root causes, drive toward resolution, and bring structure to ambiguity
Tech stack
IntercomZoomSlackin-app messaging
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