eCommerce Software Support Manager

In support of our ongoing growth, EqualLevel is seeking a talented and ambitious professional to join our team. We are looking for an eCommerce Software Support Manager to build and maintain strong customer relationships to facilitate a positive and productive long-term relationship and ensure customer loyalty.


  • Responsible for providing and managing customer support to the EqualLevel eCommerce Solution customers
  • Build and manage a team of Customer Support Specialists to address customer reported incidents and requests
  • Act as an escalation point for customer requests and issues
  • Escalate critical customer requests and issues to the leadership
  • Define and review KPIs to manage capacity planning and ensure proper resources to deliver exceptional support experience to customers
  • Enhance and refine customer support processes and tools for continuous improvement of overall customer experience
  • Build relationships with customers to continually delight them with a positive, customer-centric attitude
  • Work with customers to ensure they are leveraging EqualLevel solutions effectively and finding value in our services
  • Become an expert in EqualLevel solutions and educate customers on the use
  • Coordinate with the Product Integration team to maintain connections to external systems
  • Coordinate with the Product Management team on customer change requests, including bug fixes, implementation productivity enhancement, and new feature requests
  • Coordinate with the Onboarding team to ensure a customer’s contracted vendors are established at their highest eCommerce capability
  • Contribute towards the continuous process improvement effort to optimize solution delivery
  • Coordinate and develop user guides and videos for EqualLevel solution user base
  • Capture solution usage best practice from the customer base and promote knowledge share in EqualLevel user community


  • Bachelor’s degree in Computer Science, Engineering, Math or Business
  • At least 2 years of experience working in supporting software as a service (SaaS) solution or IT Products
  • At least 2 years of experience in an external customer facing role supporting clients via phone, chat, or email
  • Exceptional analytical, critical thinking, and troubleshooting skills
  • Ability to take on a task and formulate a plan of approach
  • Ability to thoroughly document solution requirements and formulate testing approaches
  • Proficient with Google Apps and/or MS Office suite
  • Excellent verbal and written communication skills to be able to interface with customers directly


  • ERP (SAP, Oracle, Tyler, Frontline, NetSuite, etc.) and/or eProcurement software support experience
  • Understanding of Software Development Life Cycle (SDLC) or Agile methodology
  • Understanding of Procurement Life Cycle
  • Experience with Atlassian JIRA and Confluence or a similar tool