E-Commerce Support Specialist

ComplyAdvantage•New York, NY

8d•$30,000 - $35,000

About The Position

ComplyAdvantage has an opening for an E-Commerce Support Specialist to join its E-commerce team on a six-month contract. This role owns the end-to-end account provisioning process, ensuring new customers gain immediate access to their environment and that access is promptly removed when accounts churn. It's an opportunity to bring structure to a manual, evolving workflow and help lay the groundwork for full automation. Our E-commerce program currently lacks a fully automated method for managing the environment lifecycle. Currently, creating environments for new customers, providing instant access for trial members, and deactivating environments when customers churn are manual processes. This role exists to bridge the gap between our current manual state and a fully automated future. The Account Provisioning Contractor will own the end-to-end manual provisioning process, ensuring new users get immediate value and that security is maintained by promptly removing access for canceled accounts. This is an operational role focused on the E-commerce customer journey. You are responsible for the "first-mile" and "last-mile" of the customer experience: getting them into their environment quickly and ensuring access is revoked accurately when they leave. You will be the primary point of contact for provisioning-related support, ensuring that if a customer hits a snag gaining access, you are there to resolve it.

Requirements

Technical support or operations background with an understanding of user lifecycle management.
Comfort working across multiple SaaS applications and an instinct for how tools should integrate.
Strong written English for professional customer-facing support and documentation.
Highly organized and process-oriented; you enjoy building systems out of manual chaos.

Nice To Haves

Full proficiency in Mesh and its environment-handling capabilities is demonstrated.
Successfully managing all incoming provisioning and deactivation requests with zero backlog.
Handling all support inquiries related to account access independently.
Measurable reduction in the time between a trial sign-up and environment availability.
Provisioning workflows are consistently meeting internal speed benchmarks.
Contribution of data and process mapping has directly informed the requirements for the automated provisioning engine.

Responsibilities

Manually create and configure environments for new E-commerce trial members and paying customers to ensure immediate access.
Monitor customer churn and trial cancellations to immediately deactivate environments, preventing unauthorized access.
Ensure the trial experience is seamless, allowing new members to access their environments without delay.
Act as the functional expert for account access issues, responding to customer inquiries when they cannot reach their environments.
Investigate and resolve technical blockers in the provisioning flow using internal tools.
Coordinate with engineering and support teams to escalate and resolve systemic access bugs.
Document the manual "tribal knowledge" required for provisioning to create repeatable playbooks.
Use AI tooling to draft communications for customers regarding their account status and access instructions.
Identify repetitive tasks within the provisioning lifecycle that are candidates for future automation.
Flag potential competitors and partners requesting trial access, either denying access or routing the request to the appropriate internal team.
Learn and switch between various platforms as the product matures.