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Purpose
The primary purpose of this role is to provide operational support to multiple teams that offer customer support to our suite of Ecommerce solutions. You will require an expert understanding of Global Payments Ecommerce products and technologies and an appreciation of how they fit in with the wider payments ecosystem. You will be responsible for ensuring that the support methodology that our new teams develop is in line with our current practices and that all teams are working towards the same goal of providing first‑class customer experiences.
Description
Your duties will include carrying out training sessions for new and existing customer support personnel of varying levels of ability and knowledge, including in support of our new hire boarding processes; preparing relevant training material to support those sessions; maintaining our documentation and ensuring that updates are regularly made so our internal resources are always accurate; being involved in discussions about roll‑out plans to future regions; understanding regional challenges that arise so that you can provide feedback to assist resolving them; planning, preparing and coordinating other people or teams who may need to host training sessions or prepare documentation.
This role is extremely varied and will require some elements of travel to support new regions during the phases of their go‑live planning, and subsequently post‑launch to ensure that our expected approach to support has been implemented successfully and to make suggestions on improvements. You will be regarded as the voice of the UK&I team and given authority to discuss matters on behalf of the Ecom I&DS Leadership Team.
Duties and Responsibilities
Subject‑matter expert providing advice, coaching and mentoring to both existing I&DS support specialists and new team members.
Plan and host training sessions for other teams around both the EU and further afield, as needed.
Custodian of our Support “manual” and training library, ensuring resources are up‑to‑date, accurate and accessible for teams in other languages.
Build a support network to fully deliver on all expectations and maintain strong working relationships with other areas of the business.
Collaborate with Customer Support and Product teams to drive supportability and support readiness (training, knowledge, documentation).
Proactively look for opportunities to improve knowledge, skills, processes, systems and tools.
Ensure consistency of support across all regions, following known processes to deliver quality, reliable, fast support.
Make sure users know how to use merchant configuration and diagnostic applications, and that they remain fit for purpose.
Provide feedback to the business about issues with tools, applications or processes.
Competencies
Confidence designing training packs for multi‑regional consumption.
Excellent written, verbal and listening communication skills.
Experience coaching peers and less seasoned team members.
Commitment to developing and enhancing our internal knowledge bases with high accuracy.
Ability to collaborate cross‑functionally and translate business requirements into actionable plans.
Confidence delivering project updates to a wide range of stakeholders.
Proven customer‑service experience.
Skill in building relationships both internally and externally.
Strong attention to detail and ability to breakdown large projects into manageable parts.
Capacity to manage multiple projects or tasks simultaneously, set priorities and adapt to changing conditions.
Understanding of the changing business environment and its impact on delivery timelines.
In‑depth knowledge of e‑Commerce and digital payments products and platforms.
Qualifications / Requirements
Degree in IT, Computer Science or L&D with a focus on technical/software training.
Previous work experience in a technical training or coaching capacity, preferably SaaS or Fintech.
Prior experience working in customer/technical support in a SaaS environment.
Experience planning and delivering training sessions to audiences of varying abilities.
Excellent written communication skills for consistent, digestible documentation.
In‑depth knowledge of eCommerce solutions and business operations.
Good knowledge of real‑world use cases of web and application technologies and frameworks including HTTP, HTML, CSS, JSON, etc.
Valid passport and ability to travel internationally.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Financial Services and IT Services and IT Consulting
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