Ecommerce Support Specialist

Horizon Tech is looking for an Ecommerce Support Specialist who will be responsible for managing and supporting custom B2B eCommerce storefronts, assisting franchisees, and ensuring smooth operations of our Web-2-Print and eCommerce platform. This role is highly cross-functional, requiring coordination with internal teams, franchise partners, and technical vendors to deliver seamless digital ordering experiences and actionable platform insights.

Mission:
Ensure seamless operation, optimization, and support of B2B eCommerce storefronts while enabling franchisees to efficiently manage their online ordering systems and improving overall customer experience and operational performance.

Main Responsibilities:

B2B eCommerce Storefront Management

• Build, configure, and maintain private B2B eCommerce storefronts for franchisees and enterprise customers
• Manage product catalogs, pricing structures, permissions, categories, templates, workflows, and user access
• Support onboarding, setup, and launch of new franchisee storefronts
• Ensure storefront branding and UX alignment with customer and franchise requirements
• Conduct QA testing for storefront functionality, workflows, and order processing before go-live
• Execute test orders and resolve functional issues prior to launch

Franchisee Support & Training

• Act as the primary support contact for franchisees using the eCommerce/Web-2-Print platform
• Provide troubleshooting support and coordinate with technical teams or vendors for issue resolution
• Assist with product uploads, catalog updates, pricing changes, and account configurations
• Develop training materials, SOPs, guides, and onboarding documentation
• Conduct training sessions and walkthroughs for franchisee teams

Platform Support & Optimization

• Monitor and support daily platform operations and incoming support tickets
• Identify issues, escalate when needed, and ensure timely resolution
• Support continuous improvement of workflows, UI/UX, and platform usability
• Provide feedback to improve system efficiency and customer experience

KPIs:

• Ticket resolution time and SLA adherence
• Franchisee onboarding and launch turnaround time
• Storefront uptime and error-free launches
• Customer/franchisee satisfaction score
• Accuracy of catalog, pricing, and configuration updates
• Reduction in recurring support issues

Good Candidate Profile:

• 4–5 years of experience in eCommerce, Web-2-Print, or CMS-based platforms
• Strong understanding of storefront management, product catalogs, and workflows
• Basic HTML and CMS knowledge with troubleshooting ability
• Highly organized with strong project management skills
• Strong communication and customer support mindset
• Detail-oriented with ability to manage multiple support requests simultaneously
• Comfortable working independently in a remote environment

90-Day Success Looks Like:

• Smooth onboarding of franchisees with minimal escalations
• Stable and error-free storefront launches
• Faster ticket resolution and improved support efficiency
• Well-documented SOPs and training materials in place
• Strong working alignment with internal and franchisee teams
• Noticeable improvement in platform usability and support experience

Other Details:

• Job Type: Full-time
• Timings: 8:30 AM to 5:30 PM EST (5:30 PM to 2:30 AM PKT)

Work Location: In person