Head of Support
OneStockOrder Management company
Toulouse, FranceDirector
Summit Partners
Silverfleet Capital
Lafayette Plug and Play
Refined Capital Partners
Operations & Strategy
About the role
TL;DR
Lead global support operations for OneStock's Order Management System.
- •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.
- •Key Responsibilities 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 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) 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 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 Requirements 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.
- •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.
- •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.
- •You stay calm under pressure, manage escalations with poise, and know when to escalate yourself.
Required skills
Customer ServiceProject ManagementTechnical Leadership
Nice-to-have skills
AgileScrumKanbanOKRsDesign ThinkingPrototypingProgram ManagementProduct ManagementUser ResearchA/B Testing
Domain expertise
ecommerce
Benefits & perks
Competitive fixed salary + bonus, Generous remote work policy, Meal vouchers, Health insurance, 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"