Ecommerce Support Team Lead

Volusion is a fully hosted, all-in-one shopping cart software trusted by over 40,000 merchants. The platform, designed for small and medium business owners, includes everything you need to succeed.

As an Ecommerce Support Team Lead you will lead a team providing technical support for our merchants. You will provide coaching and set expectations for success on your team. Every call, chat or ticket is an opportunity to educate our customers on our industry leading Volusion software.

* Serve as an escalation point and work across the organization to resolve customer issues. * Develop and deliver training to support team for new products and services * Set expectations and accountability standards for your team * Consistently identify areas to improve customer experience and work with the director to drive such initiatives to completion. * Troubleshoot and escalate customer issues appropriately. * Retain ownership of escalated issues, while communicating current status of issues to the customer as well the Support team. * Participate in cross-functional team projects.

* Previous call center or technical service experience * 6+ months lead experience * Experience managing teams of 7+ people * Excellent interpersonal, written and verbal communication skills * Ability to effectively solve customer problems * Strong understanding of the Volusion platform and our customers