Support Systems Specialist, Veeqo

Amazon; Swansea; On-site; GBP 40,000 - 55,000; Full time

Job summary

A prominent e-commerce company in the UK is seeking a Support Systems Specialist to enhance technical support infrastructure and maximise AI resolution rates. You will manage daily operations of the Intercom ticketing system and collaborate with third-party suppliers. The ideal candidate has experience with REST APIs, scripting languages like Python, and customer support platforms. Join a diverse and innovative team where collaboration and work-life balance are valued.

Benefits

Dog-friendly office

Monthly social events

Healthy work-life balance

Qualifications

• Experience working with REST API based services, troubleshooting technical systems.
• Knowledge of one or more scripting languages.
• Experience managing and negotiating contracts with vendors.
• Experience leading technical initiatives and delivering key outcomes.

Responsibilities

• Manage daily operations of Intercom ticket management system.
• Continuously optimise system performance and user experience.
• Collaborate with third-party suppliers for support operations.
• Craft innovative approaches to improve AI resolution rates.

Skills

REST API

Analytical skills

Communication abilities

Scripting languages (Python, Ruby, Perl)

Reporting and Data Visualization tools

Intercom

Education

Bachelor's degree in computer science or equivalent

Tools

SQL

Quick Sight

Tableau

Power BI

Job description

Veeqo Support serves as the first point of contact for Veeqo users through our AI chatbot Vera and our talented team of 1st and 2nd line agents, handling 80k+ tickets annually from our seller base across the UK and US. The team works collaboratively with 1st and 2nd line agents, tech writers, program managers, and leadership, maintaining a relentless focus on AI innovation and driving AI resolution rates so that human agents can concentrate on complex and challenging work that directly improves the seller experience.

We are seeking a Support Systems Specialist to drive the technical optimisation of our seller support infrastructure. This role is responsible for the day-to-day operation, enhancement, and strategic leverage of Intercom for ticket management and chatbot functionality within Veeqo's support ecosystem as well as several other systems and tools. You will be instrumental in maximising AI resolution rates while maintaining exceptional seller experience through innovative technical solutions.

Key job responsibilities

Platform Management & Optimisation

• Manage daily operations of Intercom ticket management system and chatbot infrastructure
• Continuously optimise system performance, workflow efficiency, and user experience
• Monitor system health, identify bottlenecks, and implement proactive solutions
• Develop and maintain comprehensive system documentation and best practices

Integration & Automation

• Design and implement creative integrations between Intercom and third‑party software solutions
• Build robust API connections that enhance AI resolution capabilities and streamline support processes
• Develop custom scripts and automations to reduce manual workload and improve response times
• Ensure seamless data flow between systems while maintaining data integrity and security

AI & Analytics Enhancement

• Craft innovative approaches to improve AI resolution rates through technical optimisation
• Develop SQL queries and reports to analyse support metrics, identify trends, and drive data‑driven decisions.
• Create automated quality monitoring systems that protect and enhance seller experience
• Implement feedback loops that continuously improve AI performance and accuracy

Strategic Partnership & Vendor Management

• Collaborate with third‑party suppliers to negotiate optimal outcomes for Veeqo support operations
• Evaluate new technologies and tools that could enhance support capabilities
• Lead technical discussions with vendors to ensure solutions align with business requirements
• Manage vendor relationships to maximise value and minimise risk

About the team

Veeqo (https://www.veeqo.com/) is Amazon’s Free Shipping and Inventory Management Software, allowing Amazon sellers to manage orders across a range of ecommerce websites and marketplaces and purchases shipping labels with the lowest commercial rates from major shipping carriers.

We are a transparent, collaborative organization that values driven, adaptable team members focused on getting the job done. We all approach every task with passion – no matter the scale. Our friendly, supportive team works hard but prioritizes a healthy work‑life balance. We care about your personal life, family, and interests outside of work.

The office has a relaxed and welcoming atmosphere (and is dog‑friendly!). We also organise monthly social events for the team to help bond and enjoy each other’s company in a more casual setting.

Basic Qualifications

• Experience working with REST API based services, or experience troubleshooting and debugging technical systems and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Knowledge of one or more scripting languages (e.g., Python, Ruby, Perl)
• Experience managing and negotiating contracts and vendor relationships
• Experience leading technical initiatives and key deliverables
• Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
• Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
• Experience with customer support platforms, preferably Intercom

Preferred Qualifications

• Bachelor’s degree in computer science or equivalent
• Understanding of AI/ML concepts and chatbot optimisation

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