Ecommerce Support Lead: Drive Customer Success & Efficiency

tsys; Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

Global Payments is seeking an experienced team leader to manage a first‑line support function across ecommerce platforms. You will drive performance, monitor KPIs, and collaborate with Product, Technology and Sales to deliver outstanding customer outcomes.

You will mentor staff, optimize processes, and ensure timely responses to complex and escalated queries, while staying current with industry trends and product changes.

Qualifications

• 3+ years in customer or technical support

Responsibilities

• Day-to-day management of a team of support specialists, including meetings, scheduling, 1-2-1s and performance monitoring
• Define strategy for the team and deliver on KPIs, ensuring first-line support exceeds expectations
• Identify and address process gaps and promote efficiencies across the customer lifecycle
• Track trends in technical issues and implement changes to streamline ecommerce setup and support
• Act as customer champion and relay feedback to Product, Technology and Sales
• Collaborate with other business units to ensure timely and accurate responses to queries
• Coordinate with ecommerce gateway providers to resolve issues and handle escalated queries
• Identify areas for improvement and implement changes to meet strategic needs
• Provide reporting, data analysis and related administrative duties
• Mentor staff and develop training to meet requirements
• Support other regions as needed and represent the UK&I business when required
• Keep up to date with product changes, industry trends and best practices
• Contribute to a fast-paced, evolving environment and take on additional responsibilities as needed

Skills

Team leadership

KPI reporting

Process improvement

Customer service

Ecommerce platforms

Data analysis

Cross-functional collaboration

Google Docs

Google Sheets

Gmail

Microsoft Office

Education

BSc in IT/related

Tools

Grafana

Kibana

Google Docs

Google Sheets

Gmail

Microsoft Office

Job description

Global Payments is seeking an experienced team leader to manage a first‑line support function across ecommerce platforms. You will drive performance, monitor KPIs, and collaborate with Product, Technology and Sales to deliver outstanding customer outcomes.

You will mentor staff, optimize processes, and ensure timely responses to complex and escalated queries, while staying current with industry trends and product changes.