Global Customer Support Manager

About Onbeat:

Onbeat is a cloud-based enterprise platform that manages merchandise and inventory. We leverage machine learning to improve long-term forecasting and use short-term predictions to optimize sales, margins, and sell-through. Our innovative retail processes include product introduction, assortment management, smart allocation, liquidation, and discount modeling. We democratize advanced technologies for all retailers, enabling them to enhance business results.

Job Description:

We are seeking a talented and analytical individual to lead our Global Customer Support Team. This position requires strong team management experience along with hands-on technical acumen. The ideal candidate must be hands-on and ready to take on a leadership role as the team grows.

What will you do?

·      Provide support to customers via desktop solutions, chat functions, emails, and calls.

·      Lead the global team in the USA, LATAM, India, and Israel.

·      Hire, retain, and train people by leading by example.

·      This role requires on-calls and being 100% hands-on at this stage.

·      Assist customers with implementations, questions, and technical issues.

·      Ensure optimal application functionality.

·      Provide customers with step-by-step guidance to resolve technical problems.

·      Create documentation for new features and FAQs.

·      Prioritize customer queries and escalate serious technical issues to relevant people/teams.

Who you are:

·      At least 5 years of experience as a support engineer or similar role.

·      At least 1 year of experience in a managerial or team-leader position.

·      In-depth knowledge of MS SQL and IT Infrastructure.

·      B.Sc. degree in Industrial Engineering / Computer Science is an advantage.

·      High-level English skills, spoken and written.

·      Ability to work in a self-learning environment.

·      Excellent analytical skills, technical expertise, and a can-do attitude.

·      Willingness to work overtime .

·      Retail experience is an advantage.

·      Familiarity with supply chain systems is a big advantage.

·      Experience with big data technologies and cloud platforms.

·      Hands-on leadership experience, especially in small teams.

·      Global experience with a preference for candidates who speak Spanish and English

·      Ability to handle on-calls and be 100% hands-on initially.

·      Proven ability to hire globally.

Additional Information:

Onebeat is proud to be an Equal Opportunity Employer. All information will be kept confidential.