E-Commerce Support Specialist
Core
Own the end-to-end manual account provisioning process, ensuring immediate environment access for new customers and prompt deactivation upon churn.
Role type
E-commerce Support Specialist (Account Provisioning)
Builds
Customer trial and paying customer environments within the financial crime risk intelligence platform
Domain
Financial crime compliance (KYC/AML/Sanctions) / SaaS Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
User lifecycle management, SaaS application navigation, technical troubleshooting, process documentation, AI tooling usage
Preferred skills
Experience building systems from manual workflows, familiarity with Mesh/Pylon/Gainsight platforms
Technologies
Mesh, Pylon, Gainsight, Gemini, Claude
Responsibilities
Manually create and configure environments for new trial and paying customers; Monitor customer churn and trial cancellations to immediately deactivate environments; Act as the primary point of contact for provisioning-related support and access issues; Investigate and resolve technical blockers in the provisioning flow; Document manual processes to create repeatable playbooks; Use AI tooling to draft customer communications regarding account status
Seniority
Contractor, operational IC