Subject Matter Expert

Digitide; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Digitide is seeking a skilled Subject Matter Expert (SME) to lead ecommerce operations and customer support initiatives. You will provide expert guidance on L2 support, client management, and operational excellence to drive service quality.

The role requires at least 6 months in a contact centre within ecommerce, proficiency with Microsoft Office, and strong problem-solving and negotiation abilities. Graduation or undergraduate degree is mandatory.

Qualifications

• Graduation or undergraduate degree mandatory.
• At least 6 months in a contact centre within ecommerce/retail.
• Proficiency in Microsoft Office (PowerPoint, Excel).
• Strong problem-solving, decision-making and negotiation skills.

Responsibilities

• Provide SME leadership in ecommerce operations and customer support.
• Guide L2 support and manage client relationships to deliver service excellence.

Skills

PowerPoint

Excel

L2 support

Client management

Problem solving

Negotiation

Education

Graduation or undergraduate

Tools

Microsoft Office

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

Only iEvolve certified employees will be considered. In case you are not yet certified, please connect with your supervisor/ EP SPOC/ L&D team.

All the Best !!

Responsibilities

• Job Responsibilities: We are seeking a highly skilled and experienced Subject Matter Expert (SME). The SME will be responsible for providing expertise and leadership in ecommerce operations, customer support. This role requires in-depth knowledge of ecommerce platforms, customer engagement strategies, L2 team management, Client management and operational excellence to guide both the team and clients towards delivering outstanding service and results. 1. Contact Center Experience: At least 6 months of experience in a Contact Centre as A1.1 in the e-commerce retail domain. Overall 1-2 Years 1-2 Years of experience in ecommerce, retail, or customer service and L2 Desk. 2. Skills: Proficiency in Microsoft Office (PowerPoint, Excel). Strong problem-solving and decision-making abilities. In-depth knowledge of L2 desk Conflict management and business negotiation skills. Strong organizational and decision-making skills. 3. Qualification Criteria: Education: Graduation or undergraduate.

Qualifications

A1 to A2

Average PMI (last 6 months)/PMS rating 3 and above

Min 1 year in current role

No Warning Letter issued in the past 3 months

• Mandatory E-learning courses certified wherever applicable

Job Info

• Job Identification 266232
• Job Category Customer Support/Operations | BPM