Job Opportunities API

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 understan