Digital Commerce Support Manager

Infosys is seeking an enthusiastic Digital Commerce Support Manager. We are seeking a customer-focused, tech-savvy Ecommerce Support to lead and enhance our support operations. This rile is responsible for managing a team of support agents, optimizing customer service processes. The ideal candidate will possess deep expertise in Core Java, Spring Boot, Spring WebFlux, and Microservice architecture. Proficiency in JUnit, NoSQL databases, and Redis is essential, along with experience in developing scalable applications using Headless CMS and eCommerce platforms. A strong understanding of Google Cloud Platform is also required. You'll play a critical role in maintaining high customer satisfaction, reducing friction in the support process, and working cross-functionally with Business, IT leadership, and marketing teams.

• Candidate must be located within commuting distance of Chicago, IL or be willing to relocate to the area. This position may require travel.
• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 10 years of Information Technology experience.
• Good understanding of Digital Commerce.

• Core Java: Strong proficiency in Java programming language.
• Spring Boot: Expertise in developing applications using Spring Boot framework.
• Spring WebFlux: Experience with reactive programming using Spring WebFlux.
• Microservice Architecture: In-depth knowledge of designing and implementing microservices.
• JUnit: Proficiency in writing and executing unit tests using JUnit.
• NoSQL Databases: Experience with NoSQL databases such as MongoDB, Cassandra, etc.
• Redis: Familiarity with Redis for caching and data storage.
• Headless CMS: Experience in developing applications using Headless CMS platforms.
• eCommerce Platforms: Knowledge of building scalable applications for eCommerce.
• Google Cloud Platform: Strong understanding of Google Cloud services and tools.
• Ability to learn and adopt coding standards and best practices.
• Strong problem-solving skills and a collaborative mindset.

• Manage and mentor the ecommerce support team.
• Establish and monitor KPIs (response time, CSAT, first contact resolution, etc.).
• Develop and improve support workflows, knowledge bases, and automation tools.
• Handle customer escalations and complex service issues.
• Collaborate with ecommerce, product, and IT teams to resolve customer-impacting issues.
• Implement tools and technologies to scale support effectively.
• Analyze support data and present insights to leadership for service improvement.
• Oversee training and onboarding for new support hires.
• Technical Leadership: Provide technical guidance and mentorship to team members, ensuring best practices are followed.
• Continuous Improvement: Stay updated with the latest industry trends and technologies, and continuously improve the development process.

• 3-5 years of experience in customer support, with at least 2 years in a supervisory or managerial role.
• Prior experience in ecommerce or retail customer service is highly preferred.
• Strong leadership, organizational, and analytical skills.
• Excellent written and verbal communication skills.
• Ability to remain calm under pressure and handle conflict resolution professionally.
• Experience with multi-channel support (web, mobile, social media).
• Customer-first mindset with a passion for delivering exceptional service.
• Interest in learning new tools, languages, workflows, and philosophies
• Professional certifications

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off