Head of Support / Support Manager

• Join a Successful specialist ecommerce agency as Support Manager.
• Gain real influence in process, ways of working, and culture.
• 100% remote working available, including flexitime.

This is a great chance to join a multi-award-winning eCommerce agency who work with some excellent retail clients and well-known brands in a pivotal role as Support Manager.

If you have previous experience of eCommerce in a technical, delivery or client management capacity and seek an opportunity to design and deliver ways of working in a fast paced, fun agency environment, then this could be perfect for you.

What you’ll be doing

As part of this wonderful agency that specialises in the design and build of eCommerce websites, you will be the face of the support function, reporting directly to the team of Directors, and liaising with all other teams daily including development, design, delivery, client management, marketing, and finance for example.

Whilst a support function is in place with great success, my client is looking for someone with direct eCommerce agency experience who can utilise their knowledge to lead the function and make improvements to ways of working, process and procedure and the overall offering. You will be a natural problem solver, can think on your feet, and be the crucial link between clients and internal teams. You will become a super user for the ticketing system, manage the support function, help prioritise workload of developers and project managers, triage support queries, manage resources, schedule maintenance work, and in some respects tell my client what they should be doing and how!

My client offers an environment where mistakes should be made as this is the only way to grow and improve. Additionally, you can enjoy a lot of trust, autonomy and influence, including 100% remote working if desired, flexible hours, yearly bonuses, yearly salary reviews and budget for you to gain certifications in your field.

What experience you’ll need 

• Previous digital agency experience
• Understanding of eCommerce CMS, such as Magento, Shopify or BigCommerce
• Experience in a Support, Technical, Client Management or Project Delivery role.
• Ability to be the lynchpin between multi-technical teams, with great communication and organisation skills.
• Ability to bring ideas to the table and implement process and procedure successfully.
• Previous experience of ticket management desirable, not essential.
• Comfortable being wither office based, working hybrid, or 100% remotely (in the UK).
• Desire to progress your career and develop your skills!

What you’ll get in return for your talents

A whole host of benefits and perks from bonuses and remote working to training budgets and career progression – all in addition to an above average salary.

What’s next?

Apply now or contact Aaron Drury at ADLIB Recruitment for more information.