Ecommerce Project Coordinator

• Manage and oversee the daily operations of the technical support team.
  
• Lead coach and mentor technical support team members to ensure high performance and job satisfaction.
  
• Develop and implement strategies to improve customer satisfaction and enhance the overall technical support experience.
  
• Monitor and analyze support metrics and KPIs to identify areas for improvement and track team performance.
  
• Handle escalated customer inquiries and complaints ensuring timely resolution and customer satisfaction.
  
• Collaborate with other departments such as development and sales to address customer needs and provide feedback on improvements.
  
• Develop and maintain support policies procedures and standards to ensure consistency and efficiency.
  
• Stay uptodate on industry trends and best practices in customer technical support and incorporate them into the teams operations.
  
• Prepare regular reports and presentations on support team performance and key metrics for management review.
  
  

Requirements

• Must have a technical background in web development in ecommerce. (Magento)
  
• Should know standard technical support processes.
  
• Should have managerial skills
  
• Should have clientfacing skills
  
• Should have good communication skills.
  
• Should have experience with team management