Manager, Platform Support

Position Title: Manager Platform Support

Location: Islamabad

About the Role:

Manager – Platform Support is responsible for owning the end-to-end customer support function, ensuring timely issue resolution, high service quality, and continuous improvement of support processes. The role focuses on operational efficiency, team performance, customer satisfaction, and structured collaboration with Product, Tech, and AIO Buddies.

What will be your responsibilities?

• Own the day-to-day operations of the Support department across all shifts, ensuring smooth coverage, efficient handling of tickets, and adherence to defined SLAs, response times, and resolution standards. Continuously monitor ticket queues, escalations, and backlog health while improving support workflows, tools, and processes for better efficiency and quality.

• Ensure accurate issues of diagnosis...