Team Lead, Enterprise Ecom Support (Ecommerce)

TL;DR

Team Lead, Enterprise Ecom Support (Ecommerce): Day-to-day management of a team of support specialists for enterprise ecommerce solutions with an accent on defining team strategy, performance management, and quality monitoring. Focus on identifying process gaps, streamlining support processes, and acting as a customer champion for technical issues.

Location: Onsite in Leicester, United Kingdom

Company

hirify.global Inc. is a leading worldwide provider of payment technology and software solutions.

What you will do

• Manage a team of support specialists, including conducting team meetings, performance management, and quality monitoring.
• Define team strategy with management and peers to deliver on KPIs and exceed expectations.
• Identify and address process gaps to promote efficiencies throughout the customer lifecycle.
• Act as a customer champion, providing feedback on customer opinions and concerns to internal groups.
• Collaborate with other business units and ecommerce gateway providers to resolve complex technical issues.
• Identify training and coaching needs within your team and ensure adequate support and training for all staff.

Requirements

• Minimum 3 years experience working in a customer or technical support role.
• Minimum 1 year experience leading a team.
• Strong knowledge of ecommerce platforms, systems, and concepts.
• Excellent customer service, problem-solving, and critical thinking skills.
• Technically minded and able to work across multiple systems.
• Proficient with Google or Microsoft productivity suites (Docs, Sheets, GMail).

Nice to have

• A degree in IT, Computer Science or a related discipline.
• Understanding of programming languages like HTML, XML, and CSS.
• Previous use of Kibana or Grafana.

Culture & Benefits

• Opportunity to develop and progress your career within hirify.global, supported by leaders.
• Expected to support other global regions as a representative of the UK & I business.
• Stay up to date with product changes, industry trends, and best practices.
• Work in a fast-paced, ever-evolving environment with varied responsibilities.
• Promote an enthusiastic and competitive atmosphere within the team.