Head of Support

Job description

# **Join OneStock: Let’s shape the future of retail together! 🚀** ## **The Context** A French software vendor and European leader, OneStock develops a business-critical Order Management System (OMS) for the retail industry. Our mission: unify physical and digital stocks to optimize the shopping experience and logistical performance. ## **Impact in Figures** - **$3 billion** in orders orchestrated annually. - **10,000 points of sale** connected (Dune London, Jigsaw, Hobbs...). - Presence in **5 countries**, with active expansion in the United States. ## **Our Work Culture** At OneStock, we prioritize efficiency and clarity. Our 150+ employees operate according to three principles: - **Agility:** Short decision cycles to stay at the forefront of Retail Tech. - **Kindness:** A healthy work environment where mutual aid is the norm. - **Excellence:** High technical and functional standards to meet the needs of prestigious international clients. ## **THE MISSION** As **Head of Support**, you own the operational heartbeat of OneStock's post-go-live client experience. You report directly to the VP Customer Services and lead a team of ~12 support engineers responsible for keeping our clients' critical OMS operations running flawlessly, 24/7, across every territory we cover. This is a **builder role**. OneStock is scaling its support organisation to operate as a true **Follow-the-Sun model**, covering APAC, Europe and North America. You will design and implement that model, define the processes, hire into the right time zones, and make sure no client ever waits too long for the help they need. You won't be starting from scratch. The team already has a strong Team Leader with deep product knowledge and the trust of the engineers. Your job is to build *around* that foundation, giving it structure, strategic direction and international reach. Think of yourself as the architect who amplifies what's already working. You are the bridge between the clients who depend on us daily and the Product, Delivery and Customer Success teams that make us better over time. ## **WHAT YOU'LL OWN** **Follow-the-Sun Build-Out** - Design and deploy a global support coverage model spanning APAC, Europe and North America - Define shift structures, escalation paths and handover protocols to ensure seamless 24/7 operations - Recruit and onboard support engineers in the right geographies to execute this model **Day-to-Day Support Operations** - Lead and manage a team of ~12 support engineers, in close partnership with the existing Team Leader who owns operational continuity on the ground - Own SLA performance, ticket backlog health and resolution quality, and report on them clearly - Drive continuous improvement of response times, first-contact resolution and client satisfaction (CSAT/NPS) **Hypercare-to-Run Transitions** - Partner with the Delivery team to ensure smooth handovers from project go-live into steady-state support - Define readiness criteria and run operational acceptance reviews before each transition **Process & Tooling** - Own the support toolstack (ticketing, monitoring, knowledge base) and ensure it scales with the business - Build and maintain a rich internal knowledge base so the team resolves faster and escalates smarter - Drive automation initiatives to reduce manual toil and increase resolution speed **Cross-Functional Collaboration** - Act as the voice of the client in internal product and engineering discussions, turning recurring support issues into actionable Product feedback - Work closely with Customer Success to align on client health and proactively address risk - Collaborate with Finance on budget and headcount planning for the Support function ## **THE IDEAL PROFILE** **The Operator** - You've run a support team in a SaaS or tech company before. You know what good looks like: clear SLAs, low MTTR, satisfied clients, a team that isn't burning out. **The Architect** - You've either built or can design a Follow-the-Sun support model. You understand the operational and HR complexity of distributed, multi-timezone coverage and know how to make it work in practice. **The Domain Expert** - You have a solid grasp of complex technical ecosystems, ideally eCommerce, OMS, ERP or supply chain. You don't need to code, but you need to understand what your engineers are solving. **The Coach** - You develop people and know how to elevate those around you. The team already has a strong Team Leader: your job is to make them more impactful, not to replace what they do. You create an environment where people grow into their next level. **The Communicator** - Fluent in English (mandatory). French is a strong plus. You're comfortable writing a post-mortem for a CEO and explaining a system outage to a frustrated client, sometimes in the same morning. **The Diplomat** - You stay calm under pressure, manage escalations with poise, and know when to escalate yourself. ## **WHY ONESTOCK?** - **Scope**: You're not inheriting a finished machine, you're building the global support model that will serve OneStock's clients for the next decade. - **Visibility**: Direct line to the VP Customer Services and regular exposure to the Leadership Team. - **Complexity**: Our clients run mission-critical OMS operations: their Black Friday depends on us. The work is real, the stakes are high, the satisfaction is genuine. - **Culture**: A fast-growing tech company that genuinely lives its values. No politics, no silos, just people trying to build something excellent together. ## **WHAT WE OFFER** - Competitive fixed salary + bonus (individual and collective objectives) - Generous remote work policy - Meal vouchers, health insurance (50% employer contribution), RTT, flexible paid leave - Bike mileage allowance - Modern offices in Toulouse, Paris, London and Milan - An HR team invested in your growth as a "OneStorker"