Horizon Tech is looking for an Ecommerce Support Specialist who will be responsible for managing and supporting custom B2B eCommerce storefronts, assisting franchisees, and ensuring smooth operations of our Web-2-Print and eCommerce platform. This role is highly cross-functional, requiring coordination with internal teams, franchise partners, and technical vendors to deliver seamless digital ordering experiences and actionable platform insights.

Mission:
Ensure seamless operation, optimization, and support of B2B eCommerce storefronts while enabling franchisees to efficiently manage their online ordering systems and improving overall customer experience and operational performance.

Main Responsibilities:

B2B eCommerce Storefront Management

• Build, configure, and maintain private B2B eCommerce storefronts for franchisees and enterprise customers
• Manage product catalogs, pricing structures, permissions, categories, templates, workflows, and user access
• Support onboarding, setup, and launch of new franchisee storefronts
• Ensure storefront branding and UX alignment with customer and franchise requirements
• Conduct QA testing for storefront functionality, workflows, and order processing before go-live
• Execute test orders and resolve functional issues prior to launch

Franchisee Support & Training

• Act as the primary support contact for franchisees using the eCommerce/Web-2-Print platform
• Provide troubleshooting support and coordinate with technical teams or vendors for issue resolution
• Assist with product uploads, catalog updates, pricing changes, and account configurations
• Develop training materials, SOPs, guides, and onboarding documentation
• Conduct training sessions and walkthroughs for franchisee teams

Platform Support & Optimization

• Monitor and support daily platform operations and incoming support tickets
• Identify issues, escalate when needed, and ensure timely resolution
• Support continuous improvement of workflows, UI/UX, and platform usability
• Provide feedback to improve system efficiency and customer experience

KPIs:

• Ticket resolution time and SLA adherence
• Franchisee onboarding and launch turnaround time
• Storefront uptime and error-free launches
• Customer/franchisee satisfaction score
• Accuracy of catalog, pricing, and configuration updates
• Reduction in recurring support issues

Good Candidate Profile:

• 4–5 years of experience in eCommerce, Web-2-Print, or CMS-based platforms
• Strong understanding of storefront management, product catalogs, and workflows
• Basic HTML and CMS knowledge with troubleshooting ability
• Highly organized with strong project management skills
• Strong communication and customer support mindset
• Detail-oriented with ability to manage multiple support requests simultaneously
• Comfortable working independently in a remote environment

90-Day Success Looks Like:

• Smooth onboarding of franchisees with minimal escalations
• Stable and error-free storefront launches
• Faster ticket resolution and improved support efficiency
• Well-documented SOPs and training materials in place
• Strong working alignment with internal and franchisee teams
• Noticeable improvement in platform usability and support experience

Other Details:

• Job Type: Full-time
• Timings: 8:30 AM to 5:30 PM EST (5:30 PM to 2:30 AM PKT)