E-commerce Support Lead

Experience

3 Years

Job Description / Duties and Responsibilities

• Experience in Managing Ecommerce Support Programs
• Strong skills with IFS Ticketing, Jira Service Management, Atlassian dashboards and metrics
• Experience working on the SAP Commerce platform and CMS – Contentful, AEM.
• Experience in managing and overseeing an eCommerce solution that is classified as SaaS and used by multiple countries.
• Strong Ecommerce back ground with B2B/B2C implementation experience
• Managing and Tracking SLA’s
• Flexibility to work in Shifts including Night Shifts
• Manage and optimize e-commerce platforms to ensure high uptime, fast load times, and seamless user experience.
• Identify trends to improve operational efficiencies
• Work with a team of Offshore Ecommerce Support Analysts
• Knowledge of Agentic AI
• Build in automations where possible
• Working with peers and cross functional leaders to identify, examine and develop immediate and long term resolutions of support issues
• Experience in working in onshore/offshore model
• End-to-end experience in software development life cycle and familiar with agile methodologies like scrum
• Should actively participate in communication with business stakeholders and participate in all SDLC Lifecycles.
• Should be capable of reviewing the work done by other team members and guide them in complex issues.
• Should have good knowledge related to Agile methodology
• Resolve any operational issues that arise
• Excellent time-management, problem-solving and decision-making skills
• Analyze and report on e-commerce performance metrics to identify areas for improvement and growth opportunities.
• Led and mentor e-commerce team members to develop their skills
• Ensure compliance with all applicable laws and regulations related to e-commerce operations.
• Ensure daily operational activities are monitored and completed
• Build strong relationships with cross-functional teams and business leads to implement and roll out productivity tools, understand business needs and provide innovative technology solutions
• Manage support schedules to ensure coverage, ticket assignments, support escalations with a continued focus on process changes that improve resolution times
• Manage the overall performance and growth of our IT Operations team to ensure maximum performance and professional development
• Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting
• Ability to communicate technical information in a clear manner to Stakeholders
• Ability to draft documents to build out ou knowledge base
• Manage and lead the customer support team, providing guidance and support to ensure high-quality service delivery.
• Collaborate with cross-department teams to align support efforts with overall business objectives and enhance customer experience.
• Optimize support operations to improve efficiency and effectiveness, ensuring timely issue resolution.
• Monitor key performance metrics and service levels to assess team performance and identify areas for improvement.
• Conduct regular training sessions for the support team to enhance their skills and knowledge of products and services.
• Lead initiatives for service process improvement to streamline operations and enhance the customer journey.
• Provide escalation support for complex customer issues, ensuring swift and effective resolution.
• Understanding of key performance metrics related to customer service and support operations
• Collaborates with external vendors and service providers to ensure timely and effective resolution of issues.
• Acts promptly during critical incidents to minimize downtime and coordinate with relevant stakeholders as necessary.
• Manages ecommerce-related user and system administration responsibilities for all international markets.
• Adhere to the Information Security Management policies and procedures.

Job Specification / Skills and Competencies

• Overall 7-12 years experience
• 3 years of experience leading an Ecommerce support team