E-Commerce Help Desk Manager

• To lead the support operations for RwandAir’s e-commerce platforms, ensuring smooth customer experience, rapid incident resolution, and technical issue escalation. The E-Commerce Help Desk Manager oversees a dedicated support team responsible for resolving booking issues, payment failures, login problems, and digital customer service inquiries across RwandAir’s online channels.
• Key Duties and Responsibilities:
• Conduct root cause analysis of recurring issues and propose improvements to platform design or backend workflows.
• Collaborate with digital, commercial, and marketing teams to support new product rollouts and campaigns from a support-readiness perspective.
• Support the integration of chatbot, self-service, and live support tools to enhance the digital customer experience
• Manage day-to-day operations of the e-commerce help desk and support team across multiple time zones.
• Ensure prompt response and resolution of customer issues related to online booking, account access, payments, vouchers, and product displays.
• Implement and maintain a ticketing system and escalation matrix for handling technical and service-related issues.
• Coordinate with IT, product owners, and third-party vendors to resolve platform bugs, outages, or integration failures.
• Track and report on key help desk KPIs including first response time, resolution time, CSAT scores, and backlog trends.

Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, Business, Digital Commerce, or a related field.
• Minimum 4–6 years’ experience in a digital support, IT help desk, e-commerce operations, or customer service leadership role.
• Proven experience managing a help desk team in a fast-paced, multi-channel environment (web, mobile, digital platforms).
• Demonstrated experience resolving digital platform issues such as online booking errors, payment failures, and account access problems.
• Exposure to airline systems such as PSS, payment gateways, CRM, or distribution platforms is an added advantage.
• Other Desired Competencies & Skills:
• Strong troubleshooting skills for digital platforms, including booking engines, payment systems, customer accounts, and integrations.
• Excellent understanding of ticketing workflows, escalation matrices, and service-level management.
• Ability to interpret help desk KPIs (FRT, AHT, CSAT, backlog, resolution time) and use them for performance optimization.
• Strong communication skills for handling escalations, VIP cases, and cross-functional coordination.