Careers

• Communicate how best to adopt new features from technology partners
• The main point of contact for all partner communications 
• Industry research and competitor analysis 
• Networking with partners 
• Identifying and establishing new technology partnerships 
• Drive commission and referrals revenue 
• Create a Lead Generation partner program
• Developing and deliver information and partner webinars, events etc and using these opportunities to support business development and marketing objectives
• Line manage the Marketing Team 
• Manage the partner portals (Salesforce Partner Portal, Big Commerce Partner Portal etc) and keep these up to date, identifying opportunities as they arise (for example with awards, case studies, promotional opportunities etc) 
• Gathering relevant and useful feedback from partners to build our impact and case study portfolio and grow the value of our strategic partnerships
• Raise our partnership profile and partnership scores (as applicable for example with Salesforce) 
• Leading and contributing to cross-team projects and events 
• Using market insights to continuously improve the experience of partners and stay abreast of industry developments to help inform marketing content and insights

• Accounting data entry tally, xero, Zoho
• Banking including reconciliation
• Provident fund, Professional tax, ESIC, TDS monthly and quarterly compliances
• GSTR 1 and GSTR3B filing 
• Reconciliation of taxes and intercompany balances 
• Handling petty cash and vouchers 
• Assist Head of Finance in clerical and other miscellaneous work as required

Job Summary:

The Support Manager in the ecommerce domain is responsible for overseeing all customer support activities within the organization. This role involves managing a team of support representatives, ensuring timely and effective resolution of customer inquiries, complaints, and technical issues. The Support Manager also collaborates with other departments to enhance the overall customer experience and works towards maintaining high levels of customer satisfaction.

Key Responsibilities:

Team Management:

Lead and mentor a team of support representatives.
Provide training, guidance, and support to team members.
Monitor and evaluate team performance, ensuring targets and quality standards are met.
Foster a positive and productive work environment within the support team.

Customer Issue Resolution:

Oversee the resolution of customer inquiries, complaints, and technical issues.
Collaborate with support staff to provide prompt and effective solutions to customers.
Handle escalated issues and ensure timely follow-up until resolution.

Process Improvement:

Continuously analyze support processes and identify areas for improvement.
Implement and optimize support procedures to enhance efficiency and customer satisfaction.
Work closely with other departments to address recurring issues and prevent them from reoccurring.
Customer Experience Enhancement:

Gather customer feedback and work with relevant teams to enhance the overall customer experience.
Implement initiatives to increase customer satisfaction and loyalty.
Monitor customer interactions to maintain a high standard of service.

Data Analysis and Reporting:

Analyze support data and prepare regular reports on key performance metrics.
Utilize data insights to make informed decisions and implement improvements.
Present reports to the management team, highlighting trends and areas of focus.

Cross-Functional Collaboration:

Collaborate with other departments such as sales, marketing, and product development to ensure a cohesive customer experience.
Communicate customer feedback and market insights to relevant teams for product/service enhancements.

• Responsible for the development of people & projects assigned.
• Continuously updates his / her understanding of the platform and development process.
• Responsible for designing & implementing of complex application features & removes technical impediments in the assigned projects.
• May be involved in the development of POC.
• Responsible for building up the high-performance Individual Development Plan to deliver exceptional outputs from the team.
• Develop and review low-level design documents.
• Provides input to system architecture and designs.
• To ensure code quality standards are in place and code is produced to the highest standard.
• Responsible for the productivity, efficiency and utilization of the Development Team through continuous training and development.
• Provides guidance and technical training to the development team assigned.
• Ensures the team complies with set delivery processes.
• Implement improvements in the development process, tools, & technology.
• Should possess excellent team building and leadership skills.
• Demonstrates strong client-handling capabilities.
• Responsible for validating and reporting accurate project status and highlighting risks on time.
• Responsible for balancing correct team structures with defined roles and responsibilities.
• Ensures compliance with organisational policies.

• Collaborate with technology teams to contribute to the development of ecommerce strategy and roadmap- Architect, design, and implement multiple ecommerce sites.
• Implement feature enhancements to new and existing sites
• Lead architecture and implementation for 3rd party integrations
• Drive best practices in all SFCC development and integrations
• Manage and develop employees