Support Systems Specialist, Veeqo
Veeqo Support serves as the first point of contact for Veeqo users through our AI chatbot Vera and our talented team of 1st and 2nd line agents, handling 80k+ tickets annually from our seller base across the UK and US. The team works collaboratively with 1st and 2nd line agents, tech writers, program managers, and leadership, maintaining a relentless focus on AI innovation and driving AI resolution rates so that human agents can concentrate on complex and challenging work that directly improves the seller experience.
We are seeking a Support Systems Specialist to drive the technical optimisation of our seller support infrastructure. This role is responsible for the day-to-day operation, enhancement, and strategic leverage of Intercom for ticket management and chatbot functionality within Veeqo's support ecosystem as well as several other systems and tools. You will be instrumental in maximising AI resolution rates while maintaining exceptional seller experience through innovative technical solutions.
Key job responsibilities
Platform Management & Optimisation
* Manage daily operations of Intercom ticket management system and chatbot infrastructure
* Continuously optimise system performance, workflow efficiency, and user experience
* Monitor system health, identify bottlenecks, and implement proactive solutions
* Develop and maintain comprehensive system documentation and best practices
Integration & Automation
* Design and implement creative integrations between Intercom and third-party software solutions
* Build robust API connections that enhance AI resolution capabilities and streamline support processes
* Develop custom scripts and automations to reduce manual workload and improve response times
* Ensure seamless data flow between systems while maintaining data integrity and security
AI & Analytics Enhancement
* Craft innovative approaches to improve AI resolution rates through technical optimisation
* Develop SQL queries and reports to analyse support metrics, identify trends, and drive data-driven decisions.
* Create automated quality monitoring systems that protect and enhance seller experience
* Implement feedback loops that continuously improve AI performance and accuracy
Strategic Partnership & Vendor Management
* Collaborate with third-party suppliers to negotiate optimal outcomes for Veeqo support operations
* Evaluate new technologies and tools that could enhance support capabilities
* Lead technical discussions with vendors to ensure solutions align with business requirements
* Manage vendor relationships to maximise value and minimise risk
About the team
Veeqo (https://www.veeqo.com/) is Amazon’s Free Shipping and Inventory Management Software, allowing Amazon sellers to manage orders across a range of ecommerce websites and marketplaces and purchases shipping labels with the lowest commercial rates from major shipping carriers.
We are a transparent, collaborative organization that values driven, adaptable team members focused on getting the job done. We all approach every task with passion - no matter the scale. Our friendly, supportive team works hard but prioritizes a healthy work-life balance. We care about your personal life, family, and interests outside of work.
The office has a relaxed and welcoming atmosphere (and is dog-friendly!). We also organize monthly social events for the team to help bond and enjoy each other's company in a more casual setting.