## Title: Head of E-Commerce Support

Lead the end-to-end support function for the company's e-commerce and digital platforms
Ensure seamless operations, excellent merchant and customer experiences, and efficient resolution of issues across all e-commerce channels
Develop and implement strategies to optimize platform performance, enhance customer satisfaction, and drive operational efficiency
Collaborate with cross-functional teams including Product, Technology, Risk, and Marketing

Ensure timely and efficient resolution of customer and merchant queries, complaints, and disputes
Monitor daily platform operations, identify bottlenecks, and implement process improvements
Maintain oversight of order management, refunds, chargebacks, and escalations
Ensure adherence to service level agreements (SLAs) and key performance metrics
Track recurring issues, platform trends, and service gaps to inform business strategy
Ensure accurate documentation of complaints, resolution timelines, and escalation history
Work closely with Risk, Compliance, Product, and Marketing teams to resolve issues, launch new features, and ensure regulatory compliance
Develop and manage support frameworks for merchants, partners, and end-users
Serve as a point of escalation for complex merchant or customer issues
Design and implement onboarding, training, and support materials for merchants
Analyze customer and merchant feedback to improve platform usability and experience
Collaborate with Product and Technology teams to implement platform enhancements based on support insights

University Degree or HND in Finance, Economics, Computer Science, Social Sciences, Engineering, Business Administration, Information Technology, or related fields

Head, E-Commerce Support at Unified Payment Services Limited

Job description