Platform Support Manager, Arrive Logistics
$112-140k
+ Bonus
More information about location
Carrier and customer-centric logistics company
Be an early applicant
Carrier and customer-centric logistics company
1001+ employees
Be an early applicant
$112-140k
+ Bonus
More information about location
1001+ employees
Company mission
To define a new standard for service in freight and push the limits of what’s possible for itself and its partners every day.
Role
Who you are
- Bachelor’s degree in Computer Science, or related field
- 6+ years of platform support and/or related technical experience
- 2+ years of management and/or project leadership experience
- Experience in a multi-faceted, enterprise SaaS solution, preferred
- Excellent written, presentation, and communication skills and ability to articulate complex processes to key business leaders
- Some knowledge of programming languages preferred (SQL, Java, HTML)
- Detail-oriented and strives for continuous improvement
- Ability to problem solve unique & complex issues, both independently & collaboratively
- Ability to build positive and productive working relationships across a variety of teams and partners
- Ability to organize, plan, and prioritize team resources
What the job involves
- The Platform Support Manager will lead the Arrive Enterprise IT Team in resolving frontline issues for internal and external customers using Arrive Logistics's ARRIVEnow Platform
- This team serves as the go-to resource for troubleshooting complex escalations, providing technical support, offering mentorship, and issue triage
- Internal users of our systems will look to you and your team for various issue resolutions, including ARRIVEnow applications and other technical applications within the Arrive Logistics ecosystem
- As the Platform Support Manager, you will also identify gaps and improve processes that boost productivity and quality of work
- This role will work with management to establish department goals, objectives, and training for your team
- As a manager you will also evaluate performance and hold direct reports accountable for performance and address any issues appropriately
- Manage the daily operations of the department. Evaluate performance, hold direct reports accountable and address any issues appropriately. Hire, promote and performance-manage as needed
- Provide white glove customer service to our external partners and internal users. Develop and automate workflows to improve user experience
- Develop and identify improvements to current processes that improve productivity and quality of the team
- Work with management to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately
- Develop and monitor team KPIs. Run, monitor and analyze reports and provide updates to leadership. Implement related improvements as suggested by data and knowledge of challenges
- Build and maintain relationships with internal and external key stakeholders. Maintain regular communication with Product & Development teams and create a release-centric support structure
- Escalate issues to the appropriate product and development teams. Follow the incident management process to escalate issues. Take ownership of communication to the business and provide high level support during incidents
- Utilize information repositories, team resources, and product release documentation to ensure that account administration and technical support stays consistent, timely and progressive for users
- Collaborate, communicate and understand business needs with management, Product, and Development teams. Utilize resources to add enhancements and improvements based on issues that have been raised and best practice
- Take a proactive approach to expanding the team’s knowledge and output. Seek opportunities to resolve pain points amongst stakeholders and continue to find ways to provide better service to our internal and external customers
- Develop and maintain a team training program, including training documents and materials. Train new hires and team on updated processes, regulations and requirements. Provide continuous training allowing growth within your team
- This position will manage the Platform Support Team, which is inclusive of Platform Support Engineers
Our take
Arrive Logistics, a rapidly growing multimodal transportation and technology company based in Austin, Texas, has emerged as a key player in the U.S. freight brokerage industry. From its impressive $30 million in truckload sales during its first year to a staggering $2.4 billion in 2022, Arrive Logistics is clearly on a trajectory for substantial growth.
The recent establishment of a new office in Guadalajara, Mexico, underscores Arrive's commitment to expanding its footprint and enhancing its cross-border logistics capabilities. This strategic move aligns with increasing trade activities between the U.S. and Mexico, catering to the growing demand for localised logistics solutions. The Guadalajara office will facilitate seamless connections across Arrive's North American operations, leveraging local expertise and resources to drive operational excellence.
As consumer expectations for faster shipping evolve and e-commerce continues to flourish, Arrive Logistics' proactive response to these market dynamics positions it uniquely for continued success in the dynamic freight industry landscape. Bolstered by significant investments across multiple funding rounds, the company continues to intensify its focus on team expansion and service diversification.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2021
$300m
GROWTH EQUITY VC
Jun 2019
$25m
SERIES B
Total funding: $335m
Company benefits
- Employee referral bonus program
- Relocation assistance no matter where you’re moving from
- Weekly lunches on Arrive
- Competitive compensation packages
- Excellent benefits
- Matching 401(k) plan
- Two floating holidays in your first year
- Professional development tools
- Leadership development programs
Company HQ
Southeast Austin, Austin, TX
Leadership
Matt Pyatt
(CEO)Has a BSc in Marketing and Entrepreneurship and previously worked as an account executive at Command Transportation.
Eric Dunigan
(Co-Founder & President)Graduated from Miami University before co-founding Arrive Logistics.
Salary benchmarks
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