Team Lead, Ecom Support

What you’ll own

• Day to day management of a team of support specialists, including conducting team meetings, scheduling of team working hours & tasks, 1-2-1s, performance management and quality monitoring.

• Work with your peers and management to define strategy for the team and deliver on all agreed KPIs and ensure that our first line is always striving to exceed expectations.

• Identifying and addressing process gaps and promoting efficiencies throughout the customer lifecycle.

• Identifying trends in technical issues with merchants and implementing changes to address and streamline the ecommerce set-up and ongoing support processes.

• You’ll act as a customer champion, providing feedback on any customer opinions or concerns to the relevant groups internally (Including but not limited to Product, Technology & Sales).

• We pride ourselves on how we collaborate with each other and you will be expected to work closely with other business units to ensure timely and accurate responses to customer queries.

• Work with the Ecommerce gateway providers to address technical issues and act as a point of referral for complex and escalated queries.

• Identify areas for improvement and implement changes to meet strategic needs.

• Clear and effective reporting, data analysis and other related administrative duties.

• Promote an enthusiastic and competitive atmosphere within the team, increasing motivation and results

• Identifying training and coaching needs within your team and ensuring support and training for all staff meets requirements.

• You’ll develop yourself to progress your career within Global Payments, and will be supported by your leaders to realise your goals.

• From time to time you may be required to support other regions, we are global business and when a need arises you will professionally represent the UK&I business.

• You should stay up to date with product changes, industry trends and best practices to ensure that you are on the ball at all times.

• We work in a fast paced, ever evolving environment, so expect to pitch in with other responsibilities from time to time.

What you’ll bring

• Strong knowledge of ecommerce platforms, systems and concepts.

• Excellent customer service skills and the ability to maintain and build relationships both internally and externally.

• Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.

• Enjoy a fast paced challenging environment.

• Clear communicator with excellent written, verbal and listening skills.

• Technically minded and able to work across multiple systems.

• Flexible, approachable, motivated and have a desire to succeed.

• Identifying and embracing new ideas to enhance our service, products or personnel.

• Be flexible in your approach to the needs of our customers and the business and be accommodating and resilient to change.

• Ability to collaborate cross-functionally to understand customer and business requirements.

• Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.

• Understand the importance of KPI’s and how to monitor and manage them.

• Mentor and support team members and have an understanding of how to encourage performance excellence.

• Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.

It’s a bonus if you have

• A minimum of 3 years experience working in a customer or technical support role is desirable.

• A minimum of 1 years experience leading a team is desirable.

• A degree in IT, Computer Science or related discipline is desirable but not essential.

• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.

• Previous use of Kibana or Grafana would be advantageous.

About the team