Customer Support Team Lead - eCommerce
Core
Lead a team responsible for daily resolution of merchant and partner inquiries related to online payments, covering gateway integration, authorization, billing, and claims.
Role type
Senior IC customer support team lead (eCommerce)
Builds
High-quality, timely support for online payment solutions
Domain
Fintech / eCommerce / Payments
Deliverable
client delivery
Required skills
Team leadership, SLA management, incident escalation, cross-functional collaboration, data analysis, internal process documentation, mentorship
Preferred skills
Ticketing/helpdesk tools, API integration understanding
Responsibilities
Lead and develop the eCommerce support team; Define and track success metrics (SLA, response time, satisfaction); Act as escalation point for complex transactions; Collaborate with Tech, Product, and Sales; Analyze inquiry data for pattern recognition; Create and update internal procedures and knowledge base; Report team performance to management