eCommerce Support Team Lead

eCommerce Support Lead

Job Description

The candidate will function as a senior individual contributor within the eCommerce support organization, with strong expectations of leadership, ownership, and influence across teams. This role requires driving excellence, mentoring peers, and acting as a bridge between operations, customers, and cross-functional teams including Sales, COPC, CMG, and IT.

Key Responsibilities

• Acknowledge, log, and manage support requests in the ticketing system, ensuring accurate and timely updates.
• Exhibit strong triaging, troubleshooting, and problem-solving skills to drive effective resolution.
• Lead daily sprint/stand-up calls to track progress, align on priorities, and ensure timely closure of issues.
• Act as a point of escalation for complex issues; coordinate with IT (L2/L3) and drive escalations where required.
• Ensure seamless handover of issues within the team and maintain clear communication across stakeholders.
• Communicate with customers in a professional, timely, and transparent manner, providing clarity on issues, resolutions, and next steps.
• Lead customer connect sessions to capture feedback, understand pain points, and drive closure of engagement gaps.
• Identify recurring issues, link them to problem records, and contribute to root cause analysis.
• Build, maintain, and leverage a knowledge base from use cases to improve resolution efficiency.
• Provide guidance, training, and knowledge sharing within the team to address capability gaps.
• Participate in reviews, share insights, and highlight risks, inconsistencies, and improvement opportunities.
• Stay updated on new features and changes in the eCommerce platform to ensure proactive support readiness.
• Drive process improvements and operational efficiencies across support workflows.

Business Analysis & Project Contribution

• Analyse and evaluate business/user problems, supporting definition of requirements and solutioning.
• Contribute to process and system improvements, including implementation of enhancements via product teams.
• Support small to mid-sized initiatives/projects with clear ownership and execution.

Additional Requirements

• Experience with SalesForce, SAP, AEM, PIM systems, and ticketing tools (e.g., Jira).
• Strong analytical, communication, and stakeholder management skills.
• Ability to influence, guide peers, and drive outcomes without formal authority.

Qualifications

Bachelor’s degree in business administration, Commerce, IT, Computer Science, or a related field.
A master’s degree (MBA or equivalent) is a plus but not mandatory.

9+ years of experience in eCommerce support, operations, or customer-facing roles.
Proven experience in ticketing systems such as Jira.
Experience handling cross-functional collaboration across IT, Sales, and business teams.
Prior exposure to customer connect programs or customer experience initiatives is preferred.
Experience in triaging, root cause analysis, and process improvement in a support or operations environment.

Additional Details

This job has a full time weekly schedule.Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locationsAgilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Marketing

Experience Level

Senior Level