eCommerce Support Manager (Remote Eligible)

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Posted 9 days ago United States Salary undisclosed
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Job Description


This position is remote eligible. Pet Supplies Plus is looking for a Support Manager to join our eCommerce team. This role will be an individual contributor reporting to our eCommerce Operations Manager and will work closely with our Digital Product Development, Neighbor Services, Loyalty, Operations, Store, finance, and IT teams.


This role will be responsible to provide second level support for eCommerce capabilities, develop and maintain support documentation and ensure that supporting teams are up to date on the latest capabilities and tools to assist neighbors and stores. In addition, the eCommerce Support Manager will become the subject matter expert for eCommerce Store Operations and participate in the testing and rollout of store enhancements.

Primary duties and responsibilities include:

  • 1 st Level store and franchise owner support.
  • 2 nd Level customer support with escalation as needed.
  • Defining and ensuring support SLAs are met.
  • Assigning tickets and monitoring support responses.
  • Monitoring the performance of the support team and ensuring the team is performing to established SLAs.
  • Monitoring and reporting on support tickets and where issues exist in which process improvements or capability enhancements could optimize the support processes.
  • Developing and maintaining the support knowledgebase across all website and eCommerce store operational functions.
  • Onboarding Neighbor Services and/or eCommerce Call Center to new capabilities and support processes.
  • Working with IT Technical Support Manager and the eCommerce Digital Product Management team to work through issues that require technical support and/or development.
  • Providing input to new development pipeline and capabilities to influence roadmap as it relates to support strategy and enhancements needed.
  • Assisting in store requirements and testing for enhancements that impact the store.
  • Performing other support activities such as the monitoring of product reviews and the accuracy of product details on the site.
  • Owning relationship with the Neighbor Services and IT Support teams.
  • Processing and reporting on manual credit card refunds.

PAWsome candidates will have:

  • Bachelors degree in Business, Technology, Marketing, or related field of study.
  • 1-3 years working as part of a Digital Operations Support Management group.
  • Minimum of 3 years of experience in a managerial role B2B or B2C customer service support.
  • Extensive experience using ticketing systems such as Service Desk Plus or ZenDesk.
  • Advanced Excel skills including pivot tables and VLOOKUPS.
  • Working knowledge of accounting terms and functions including merchant services credit card processing.
  • Strong analysis and problem-solving skills.
  • Excellent organization skills with the ability to prioritize and handle multiple tasks.
  • Strong written and verbal communication skills.
  • High attention to detail.
  • Self-starter eager to learn new things.

About Pet Supplies Plus:

Pet Supplies Plus is focused on making it easier to get better products for your pet. With over 600 locations in 39 states, the stores have a streamlined design making it easy to navigate a wide assortment of natural foods, hard goods and pet services. Friendly, knowledgeable staff get to know each pet and their owner by name and provide playful store experiences to remind them just how fun it is to own a pet. Pet Supplies Plus stores are large enough to house an incredible variety of food and equipment, yet small enough to still feel neighborly.

Pet Supplies Plus is ranked No. 20 overall in Entrepreneur Magazine's 2022 Franchise 500 list and is the Top Full-Service Pet Supplies Franchise for its exceptional performance in areas including financial strength and stability, growth rate and system size. For more information, please visit .


We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.