Head of Support

Join OneStock, a leading French software vendor in the retail industry. As the Head of Support, you will be responsible for designing and implementing a global support coverage model, managing a team of support engineers, and driving continuous improvement in response times and client satisfaction. You will also collaborate with cross-functional teams and act as the voice of the client in internal discussions. This is a builder role with a focus on scaling the support organization and enhancing the client experience.

• Concevoir et déployer un modèle de couverture de support global couvrant l'APAC, l'Europe et l'Amérique du Nord.
• Diriger et gérer une équipe d'environ 12 ingénieurs de support, en partenariat étroite avec le Team Leader existant.
• Posséder la performance des SLA, la santé du backlog des tickets et la qualité de la résolution, et rendre compte de ces éléments.