Support Systems Specialist, Veeqo

Amazon; Swansea; On-site; GBP 35,000 - 50,000; Full time

Job summary

A global leader in e-commerce is seeking a Support Systems Specialist in Swansea to enhance their seller support infrastructure. The role involves managing Intercom for ticket systems and improving AI resolution rates. The ideal candidate will have a Bachelor’s in computer science and experience with REST APIs, vendor management, and data visualization tools. If you thrive in a collaborative environment that values a healthy work-life balance, this might be the perfect opportunity for you.

Benefits

Healthy work-life balance

Dog-friendly office

Monthly social events

Qualifications

• Experience working with REST API services and troubleshooting technical systems.
• Strong analytical skills and attention to detail.
• Experience leading technical initiatives and deliverables.
• Experience with customer support platforms, preferably Intercom.

Responsibilities

• Manage daily operations of Intercom ticket management system.
• Continuously optimise system performance and user experience.
• Design and implement integrations between Intercom and other software.
• Collaborate with third-party suppliers to enhance support capabilities.

Skills

REST API

Analytical skills

Scripting languages (Python, Ruby, Perl)

Vendor relationship management

Data Visualization tools (QuickSight, Tableau, Power BI)

Customer support platforms (Intercom)

Education

Bachelor’s degree in computer science or equivalent

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 prioritises 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.

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 QuickSight / Tableau / Power BI or other BI packages
• Experience with customer support platforms, preferably Intercom
• Bachelor’s degree in computer science or equivalent
• Understanding of AI/ML concepts and chatbot optimisation

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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