Leads the global customer support function, overseeing support strategy, team development, incident and problem management, SLA performance, process optimization, and customer and partner experience. Partners with technology teams to address support needs across product development and lifecycle initiatives. Uses data-driven insights to improve support effectiveness and resolve customer issues while building strong stakeholder relationships.

Supports the People & Culture team by coordinating onboarding and offboarding, employee communications, office maintenance, supplies, shipping, and engagement events. The role focuses on creating an excellent employee experience, managing office administration, collaborating across departments, and handling confidential information with integrity. This is a part-time position primarily based in the office, with flexible scheduling across three to four days per week.

Advises clients and delivery partners throughout Fluent Commerce OMS implementations, from discovery and requirements gathering through solution design, testing, audits, and go-live. Leads workshops, backlog and user story development, solution scoping, estimation, risk analysis, and best-practice adoption. Collaborates with Product, Engineering, Expert Services, and partner teams while coaching business analysts and contributing to roadmap feedback and service improvements. Uses generative AI tools for research, reporting, automation, and exploratory tool development.