Ecommerce Support Team Lead - Drive Customer Success

Global Payments; Ireland; On-site; EUR 60,000 - 90,000; Full time

Job summary

Global Payments Ireland seeks a capable leader to manage a team of support specialists and drive high-quality customer service across our ecommerce platforms. You will run daily team operations, schedule hours, conduct 1-2-1s and performance reviews, and partner with Product, Technology and Sales to improve the customer lifecycle.

You will identify process improvements, address merchant technical issues, monitor KPIs, mentor staff and help the team deliver results in a fast-paced, global

Qualifications

• 3+ years in a customer or technical support role
• 1+ year leading a team
• 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

Responsibilities

• Manage a team of support specialists and schedule tasks
• Lead team meetings, 1-2-1s, and performance reviews
• Define strategy for the team and deliver on KPIs
• Identify gaps and promote efficiencies in the customer lifecycle
• Address merchant technical issues and streamline ecommerce setup and support processes
• Collaborate with Product, Technology and Sales
• Provide reporting and coaching to improve performance and customer outcomes

Skills

Ecommerce platforms

Customer service

Problem solving

Communication

Technical mindset

Cross-functional collaboration

Project management

KPI monitoring

Mentoring

Google Workspace

Education

IT/CS degree

Tools

Kibana

Grafana

HTML

XML

CSS

Job description

Global Payments Ireland seeks a capable leader to manage a team of support specialists and drive high-quality customer service across our ecommerce platforms. You will run daily team operations, schedule hours, conduct 1-2-1s and performance reviews, and partner with Product, Technology and Sales to improve the customer lifecycle.

You will identify process improvements, address merchant technical issues, monitor KPIs, mentor staff and help the team deliver results in a fast-paced, global