Digital Support Specialist

Position Summary

The Digital Support Specialist serves as the primary point of contact for users of a modern eCommerce platform, supporting both customers and partner networks in navigating and utilizing the platform effectively. This role ensures timely, accurate support to deliver a seamless purchasing experience while also contributing to ongoing platform improvement.

The position also manages a specialized partner program, overseeing eligibility, access provisioning, and stakeholder support. In addition to day-to-day support, this role plays a key part in gathering user feedback, identifying trends, and translating insights into actionable recommendations that drive product enhancements and business value.

Responsibilities

• Serve as the primary support contact for customers and partners, providing guidance on platform features and functionality.
• Respond to user inquiries and issues, performing analysis and troubleshooting to deliver timely, professional resolutions.
• Escalate complex issues to technical or business teams as appropriate.
• Collect, synthesize, and communicate user feedback to inform product development and future enhancements.
• Document support processes, best practices, and maintain internal knowledge bases and training materials.
• Develop and track key performance indicators (KPIs) to monitor support performance and identify recurring issues.
• Identify opportunities for process improvement and implement proactive solutions to enhance support operations.
• Participate in testing new platform features and provide feedback on usability, performance, and enhancements.

Program Management Responsibilities

• Oversee a partner or customer program, including evaluating eligibility and ensuring compliance with program guidelines.
• Provision system access for approved participants in a timely and accurate manner.
• Serve as a primary point of contact for program-related questions and support across stakeholders.

Required Skills

• Bachelor's degree in Business, Information Systems, Operations, or a related field.
• 2+ years of experience in software operations, customer support, or eCommerce environments.
• Strong verbal and written communication skills with the ability to clearly convey information to diverse audiences.
• Highly organized and detail-oriented, especially in tracking issues and documenting processes.
• Ability to quickly learn new systems, tools, and workflows.
• Proven ability to manage multiple priorities and adapt to changing business needs.
• Continuous improvement mindset with a focus on optimizing processes and delivering measurable results.
• Experience creating and maintaining SOPs, FAQs, and knowledge base documentation.
• Understanding of support KPIs such as response time, resolution rate, and first-contact resolution.

Preferred Skills

• Experience within automotive, aftermarket, or similar industry environments.
• Familiarity with customer support platforms such as Zendesk, ServiceNow, or Salesforce.
• Experience with data visualization or BI tools (e.g., Power BI, Tableau) and building dashboards or reports.
• Proficiency in SQL for querying and analyzing data to support reporting and insights.
• Experience implementing automation tools such as chatbots, workflow automation platforms, or ticketing system automations.
• Familiarity with Agile development processes and collaboration tools (e.g., Jira, Confluence).