E-commerce Support Lead

You have a job opportunity in KochiTrivandrum with 3 years of experience managing Ecommerce Support Programs. Your responsibilities will include: - Strong skills with IFS Ticketing, Jira Service Management, Atlassian dashboards, and metrics. - Experience working on the SAP Commerce platform and CMS Contentful, AEM. - Managing and overseeing an eCommerce solution classified as SaaS and used by multiple countries. - Strong Ecommerce background with B2B/B2C implementation experience. - Managing and Tracking SLAs. - Flexibility to work in Shifts including Night Shifts. - Manage and optimize e-commerce platforms for high uptime, fast load times, and seamless user experience. - Identify trends to improve operational efficiencies. - Work with a team of Offshore Ecommerce Support Analysts. - Build in automations where possible. - Resolve any operational issues that arise. - Analyze and report on e-commerce performance metrics to identify areas for improvement and growth opportunities. - Ensure compliance with all applicable laws and regulations related to e-commerce operations. - Manage support schedules to ensure coverage, ticket assignments, support escalations with a focus on process changes for improved resolution times. - Conduct team meetings, communicate recommendations for improvement, provide status reporting. - Ability to communicate technical information clearly to Stakeholders. - Ability to draft documents to build out knowledge base. - Lead the customer support team, providing guidance and support for high-quality service delivery. - Collaborate with cross-department teams to align support efforts with overall business objectives. - 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. - 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. - Collaborate with external vendors and service providers for effective issue resolution. - Manage ecommerce-related user and system administration responsibilities for all international markets. - Adhere to Information Security Management policies and procedures. Qualifications required for this role: - Overall 7-12 years of experience. - 3 years of experience leading an Ecommerce support team. (Note: Additional details about the company were not provided in the job description.),