Systems Specialist

Apply for the Support Systems Specialist role at Veeqo
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Veeqo Support serves as the first point of contact for users through the AI chatbot Vera and a team of first and second line agents, handling 80k+ tickets annually from our seller base across the UK and US. The team collaborates with agents, tech writers, program managers, and leadership, maintaining a relentless focus on AI innovation and driving AI resolution rates so that human agents can concentrate on complex work that directly improves the seller experience.

We are seeking a Support Systems Specialist to drive the technical optimisation of our seller support infrastructure. This role is responsible for the day‑to‑day operation, enhancement, and strategic leverage of Intercom for ticket management and chatbot functionality within Veeqo’s support ecosystem, as well as several other systems and tools. You will be instrumental in maximising AI resolution rates while maintaining an exceptional seller experience through innovative technical solutions.

• Manage daily operations of Intercom ticket management system and chatbot infrastructure.
• Continuously optimise system performance, workflow efficiency, and user experience.
• Monitor system health, identify bottlenecks, and implement proactive solutions.
• Develop and maintain comprehensive system documentation and best practices.

• Design and implement creative integrations between Intercom and third‑party software solutions.
• Build robust API connections that enhance AI resolution capabilities and streamline support processes.
• Develop custom scripts and automations to reduce manual workload and improve response times.
• Ensure seamless data flow between systems while maintaining data integrity and security.

• Craft innovative approaches to improve AI resolution rates through technical optimisation.
• Develop SQL queries and reports to analyse support metrics, identify trends, and drive data‑driven decisions.
• Create automated quality monitoring systems that protect and enhance seller experience.
• Implement feedback loops that continuously improve AI performance and accuracy.

• Collaborate with third‑party suppliers to negotiate optimal outcomes for Veeqo support operations.
• Evaluate new technologies and tools that could enhance support capabilities.
• Lead technical discussions with vendors to ensure solutions align with business requirements.
• Manage vendor relationships to maximise value and minimise risk.

Veeqo () is Amazon’s Free Shipping and Inventory Management Software, allowing Amazon sellers to manage orders across a range of ecommerce websites and marketplaces and purchase shipping labels with the lowest commercial rates from major shipping carriers.

We are a transparent, collaborative organization that values driven, adaptable team members focused on getting the job done. We all approach every task with passion - no matter the scale. Our friendly, supportive team works hard but prioritizes a healthy work‑life balance. We care about your personal life, family, and interests outside of work.

The office has a relaxed and welcoming atmosphere (and is dog‑friendly!). We also organize monthly social events for the team to help bond and enjoy each other's company in a more casual setting.