E-Commerce Support Specialist
About this role
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.
Responsibilities
- 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
- 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.
- 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.
- 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.
- 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 RON (for the 6 months contract), equity, and benefits. The actual pay may vary based on factors such as location, experience, and skills.
About ComplyAdvantage
Our mission is to empower every business to eliminate financial crime. By harnessing AI, a unified platform, and an extensive partner ecosystem, we help customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust. More than 3,000 enterprises across 75 countries rely on our end-to-end platform and the world’s most comprehensive financial crime risk intelligence. With full-stack agentic automation, we help organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff. ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca. It is backed by Balderton Capital, Index Ventures, Ontario Teachers’ Pension Plan, Goldman Sachs, and Andreessen Horowitz. Learn more about compliance re-engineered for the age of AI at complyadvantage.com.