Team Lead, Ecom Support
Core
Manage a team of support specialists to handle ecommerce setup, ongoing support, and technical issues for merchants, acting as a customer champion and process improver.
Role type
Senior IC team lead (ecommerce support)
Builds
Ecommerce support processes and merchant onboarding workflows
Domain
Payments technology / Ecommerce
Deliverable
Dashboards & analysis
Required skills
Team management, process improvement, technical problem solving, cross-functional collaboration, data analysis, KPI monitoring, training/coaching
Preferred skills
Knowledge of ecommerce platforms, understanding of HTML/XML/CSS, experience with Kibana or Grafana
Technologies
Google Workspace, Microsoft Office, Kibana, Grafana
Responsibilities
Manage team schedules, performance, and quality; define team strategy to meet KPIs; identify and fix process gaps; analyze technical trends to streamline support; escalate complex queries to gateway providers; provide feedback to Product and Technology teams; develop team training plans.
Seniority
Senior, hands-on IC with team leadership