Benjamin Platt

About Benjamin Platt

With over 7 years of experience in customer service, I am passionate about empowering and enabling teams to deliver exceptional support to clients across the globe. My core competencies include onboarding, training, knowledge management, change management, performance management, documentation, and cross-functional alignment. As the Manager of Global Support Enablement at ServiceTitan, I lead a highly effective team that optimizes for knowledge, content, consistency, scale, and continuous improvement.In my current role, I manage the end-to-end enablement strategy for over 300 support employees in multiple states and countries. I oversee the design, delivery, and evaluation of new hire and ongoing training programs, leveraging various learning methodologies and platforms. I also ensure that the support team has access to relevant and updated knowledge resources, and that they are aligned with the product, sales, and marketing teams. Additionally, I implement and monitor key performance indicators and feedback mechanisms to measure and improve the quality and efficiency of support. Some of the skills that I use and develop in this role are project management, creative problem solving, and coaching.

Experience

1. Manager, Global Support Enablement

   ServiceTitan

   Apr 2023 — Present · Glendale, CA, US

   In my current role, I manage a highly effective Customer Service Enablement team.My team specializes in new hire onboarding, employee training, knowledge retention, change management, scaled performance management, internal documentation, and cross-functional alignment. We optimize for knowledge, confidence, consistency and scale, and continuous improvement.

Education

• Florida State University

  Bachelor of Arts (B.A.), Communications; English: Editing, Writing, and Media

  2010 — 2014

Skills

• Photoshop
• Social Media
• Facebook
• Video Production
• Leadership
• Imovie
• Microsoft Word
• Blogging
• Social Networking
• Research
• Photography
• Microsoft Office
• Hd Camera Operation
• Final Cut Pro
• Microsoft Powerpoint
• Press Releases
• Editing
• Wordpress
• Writing
• Public Speaking
• Creative Writing
• Public Relations
• Media Relations
• Powerpoint
• Microsoft Excel
• Video Editing
• Event Planning