E-Commerce Support Specialist

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.

Why This Role Exists

• 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.

What You Will Do

• 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.

Primary Responsibilities

1. Environment Provisioning & Deactivation
• 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.
2. Provisioning Support & Troubleshooting
• 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.
3. Process Documentation & AI Integration
• 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.
4. Identify potential competitors & partners
• Flag potential competitors and partners requesting trial access, either denying access or routing the request to the appropriate internal team.

Tooling Environment

This is an ever-evolving position; you will need to be comfortable learning and switching between various platforms as the product matures.

• Mesh: Used for core account provisioning and environment management capabilities.
• Pylon: For managing support tickets and access-related inquiries.
• Gainsight: To track customer health, churn signals, and trial status.
• AI Layer (Gemini/Claude): Used to automate drafting and analyze provisioning data.

What Success Looks Like

At 7 Days: 

• 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.

At 15 Days: 

• Measurable reduction in the time between a trial sign-up and environment availability.

At 30 Days: 

• Provisioning workflows are consistently meeting internal speed benchmarks.
• Contribution of data and process mapping has directly informed the requirements for the automated provisioning engine.

Requirements

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

The base salary range for this role is $30,000-$35,000 plus equity, and benefits. The actual pay may vary based on factors such as location, experience, and skills.