Digital Support Analyst - Cheltenham

The Role

As well as being a very successful high street retail business and wholesaler, Superdry is also an extremely strong online retailer. Our ecommerce business has experienced incredible growth in recent years and is now one of our most profitable and successful sales channels. We operate 20 consumer websites on desktop, tablet and mobile and in a multitude of different languages. We sell through these sites on a truly global basis, shipping product to every corner of the globe. We also operate 4 business-to-business websites, allowing our global wholesale customers to place orders online.

Our in-house ecommerce team design, develop, test, support and maintain all of our websites, and are responsible for keeping them fresh and updated with the most cutting-edge functionality, to give the very best user experience. This role, sitting within our support team, plays a key role in ensuring that new developments are supported from a business side with issues and improvements identified to be passed back and triaged with the Product Owners ensuring there is a constant stream of improvements and fixes for the business. You’ll also act as the deputy for the Support Manager, involving leading and developing more junior members of the team.

We’re looking for an experienced ecommerce website support professional with a track record of working in a similar role in a fast paced, busy environment with a leading-edge ecommerce retailer. We need a strong mix of ecommerce support experience, customer services experience and confident in coaching/mentoring junior members of the team.

You Will

• Act as the deputy to the Support Manager, assisting with all aspects of leading, developing, coaching and mentoring, including helping to train some new and inexperienced analysts entering their first roles in a testing environment.
• Work closely with the product teams of Developers and Business Analysts to ensure defects are resolved and tested effectively.
• Manage business expectations around defects, including the wider business with critical defects.
• Work out of hours to ensure that the 24/7 websites are operational for our customers worldwide.
• Work with multiple third parties for Support of our applications and other applications across the business.
• Work closely with other areas of the business across Customer Services, Ecommerce, IT, Logistics and Finance leads to educate and assist with support needs throughout the entire ecommerce lifecycle
• Assist the test team with Supporting of new releases and the data required for the releases of new software.
• Manage and triage a Digital Support Helpdesk to prioritize issues and service requests to the websites and OMS system
• Perform SQL queries in multiple databases to be able to get the relevant information to help triage and identify root causes of issues.
• Communicate with other members of the business to inform them of changes being made to systems.

You Are

• Experienced in both Support and Service environments
• Able to monitor progress of support issues and keep relevant key stakeholders informed.
• Able to investigate problems, identify root causes and take appropriate action to rectify.
• Willing to learn new skills and try new approaches to resolve issues.
• Confidently able articulating issues to senior stakeholders in the business.
• Able to think quickly to resolve issues and ask the right questions to understand the business priorities.
• Able to take on complex technical information, understand and utilize it.
• Experienced in working to tight deadlines and able to adjust to changing demands at short notice.
• A strong verbal and written communicator, good with people and highly interactive.
• An excellent organiser with strong attention to detail and the ability to prioritize workload.
• Able to learn new systems quickly and complete service requests within those systems.

Working for Superdry has never been so rewarding…

• 25 days annual leave, plus bank holidays, we also offer a holiday buying scheme
• An additional day off to celebrate your Birthday
• Family is massively important to us, so we have a broad range of family-friendly working policies in place, including enhanced maternity, paternity, and adoption leave
• Company Pension scheme
• All employees are covered by our Life Assurance policy whilst working at Superdry. We feel it’s important to offer protection for your family and loved ones in such a situation and to support this we offer life assurance cover which pays a lump sum equivalent either twice or four times your annual salary
• A big staff discount – naturally. Because we know that you love to wear Superdry, you’ll benefit from a 50% discount in store and online
• Our Head Office is home to our very own store for staff only where you can treat yourself to heavily discounted sample stock
• A health cash plan is open to all employees.
• Flexible working and core working hours between 10am – 4pm to help you achieve that all-important work-life balance
• Access to onsite parking and as part of our sustainable development goals, we have a selection of electrical car parking points freely available to staff.
• A range of learning and development materials to help you in your career and grow with us
• We like to give back, so we allow our employees time off for volunteering work
• A global employee assistance plan in place that you can access anytime you want – it’s free and confidential
• You’ll also have access to a Cycle To Work Scheme and an excellent Car contract hire/purchase scheme
• A range of local discounts with businesses across Gloucestershire
• At Superdry, everyone has a voice and we want to hear it. We create environments where individuality can flourish and is celebrated as part of who we are as a brand. We’re incredibly proud that over 90% of our people feel strongly that they can be themselves at work.We want to meet people with varied backgrounds because we understand that diversity of thought encourages new ideas to thrive, fuelling creativity and enabling us to do better work. We want to build a team which represents a variety of backgrounds, styles, perspectives, and skills; we hire people based on their merit and potential.We also welcome conversations about flexible working for all roles at Superdry and will always accommodate it where possible.Please also have a look at our career website. Here you can find information about the Growing Futures Programme, a scheme that supports applicants from ethnic minority backgrounds to apply for roles at our HO in Cheltenham.

Who we are

Superdry is a British, founder-led brand with a truly global presence. We’ve been proudly creating world-class product for almost two decades, offering genuine choice to our customers with our curated style collections.

Our mission is to be the No. 1 sustainable style destination, delivering product that is authentic with unmatched quality and true integrity, much like our people.

We are on an ambitious, style-obsessed journey and need talented people to join us on the adventure. Are you ready for everything?