Customer Operations, Platform Administrator

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Operations, Platform Specialist role…

Drive operational excellence, efficiency and enable AI capability for our Customer Teams (Support, Onboarding and Customer Success) as our Customer Operations, Platform Specialist. In this hands-on role, you will provide technical enablement through the management and optimization of our customer-facing AI platforms (currently Intercom, but growth of the suite is business focus).

The role focuses on three key areas:

- Comprehensive platform management

- Intercom AI-enabled Support Workflow development, continuous improvement and troubleshooting

- In-platform solution design for complex business requirements, including collaboration with Integration Engineering to ensure seamless interaction with other business systems (i.e., Salesforce, Zuora)

From managing system configurations and building custom AI workflows to ensuring regular communication on open bugs/feature requests back to stakeholders, you'll be the bridge between the Customer Teams’ objectives and technical implementation. Working collaboratively with our vendor/s, you will be the expert on solution designing business requirements within platform features and limitations, ensuring creative and robust solutions to unlock our Customer and AI strategy.

What you’ll do…

- Platform Management: Serve as the primary manager for Intercom (with potential for the suite to grow), managing system configuration, oversight of user access controls, workspace setup, and overall platform health and performance

- Workflow and Agentic AI Journey Development: Working with Integration Engineers, design, build, maintain, and troubleshoot automated customer-facing journeys per provided business requirements

- Vendor Relationship Management: Maintain active communication with vendor support and account management teams, tracking open issues, feature requests, and platform updates while providing regular status updates to internal stakeholders

- Requirements Analysis: Evaluate project requirements against current platform capabilities, and working with the vendor to identify creative, robust and secure solutions and to achieve business objectives within existing platform constraints

- User Management: Work with ICT to oversee user permissions, access controls, team configurations, and onboarding/offboarding processes to ensure appropriate system access and security

- Process Optimization: Continuously assess platform usage and identify opportunities for workflow improvements, automation enhancements, and operational efficiencies

- Documentation & Training: Create and maintain system documentation, standard operating procedures, and provide training support for platform users

What you have…

- Extensive hands-on experience in technology-focused Customer Operations role with deep understanding of both operational and technical best practices

- Demonstrable hands-on experience with customer service platforms (Ideally Intercom but equally Zendesk, Freshdesk, or similar would suffice)

- Demonstrable ability managing multiple parallel workstreams

- Self-motivated problem-solver with a proactive approach to building operational excellence

- Proven stakeholder management and cross-functional collaboration abilities

- Preferred Skills: Working knowledge of Salesforce CRM or similar enterprise platforms. Experience with AI-powered customer service tools and automation platforms. Familiarity with customer success and support metrics and KPIs (preferred)

Our Perks & Benefits…

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Flexibility to work in a Hybrid model (2-3 days in-office)

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Gr