Description 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. Basic Qualifications - Experience working with REST API based services, or experience troubleshooting and debugging technical systems and experience that includes strong analytical skills, attention to detail, and effective communication abilities - Knowledge of one or more scripting languages (e.g., Python, Ruby, Perl) - Experience managing and negotiating contracts and vendor relationships - Experience leading technical initiatives and key deliverables - Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership - Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages - Experience with customer support platforms, preferably Intercom Preferred Qualifications - Bachelor's degree in computer science or equivalent - Understanding of AI/ML concepts and chatbot optimization Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy\_page ) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. 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