Ecommerce Support Team Lead — Lead, Optimize & Grow

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

Job summary

Global Payments in Ireland is seeking a results-driven team lead to manage a group of support specialists. You will run team meetings, schedule hours and tasks, conduct 1-2-1s and drive performance against KPIs while delivering best-in-class customer service.

You'll identify process gaps, streamline ecommerce setup, mentor staff and collaborate with Product, Technology and Sales to translate customer feedback into actionable improvements.

Qualifications

• 3+ years in customer or technical support.
• 1 year in leading a team.
• Degree in IT, CS or related discipline desirable.
• Understanding of HTML, XML and CSS would be beneficial.

Responsibilities

• Lead and mentor a team of support specialists, including 1-2-1s and performance reviews.
• Define team strategy and ensure KPIs are met while exceeding customer expectations.
• Identify process gaps and promote efficiencies in the customer lifecycle.
• Collaborate with Product, Technology and Sales to address customer issues.
• Provide clear reporting and data analysis.

Skills

Customer service

Problem solving

Communication

Team leadership

Cross-functional collaboration

Education

Degree in IT or Computer Science

Tools

Kibana

Grafana

Google Workspace

Microsoft Office

Job description

Global Payments in Ireland is seeking a results-driven team lead to manage a group of support specialists. You will run team meetings, schedule hours and tasks, conduct 1-2-1s and drive performance against KPIs while delivering best-in-class customer service.

You'll identify process gaps, streamline ecommerce setup, mentor staff and collaborate with Product, Technology and Sales to translate customer feedback into actionable improvements.