Head of Support (Global Follow‑the‑Sun)

About the role

OneStock is looking for a Head of Support to own the operational heartbeat of its post‑go‑live client experience. Reporting to the VP of Customer Services, you will lead a team of around 12 support engineers and build a true Follow‑the‑Sun model that spans APAC, Europe and North America.

Key responsibilities

• Design and deploy a global support coverage model, defining shift structures, escalation paths and hand‑over protocols.
• Recruit, onboard and manage support engineers in strategic time zones.
• Own SLA performance, ticket backlog health, resolution quality and reporting.
• Drive continuous improvement of response times, first‑contact resolution and client satisfaction (CSAT/NPS).
• Partner with Delivery to ensure smooth hyper‑care to steady‑state transitions, defining readiness criteria and conducting operational acceptance reviews.
• Maintain and scale the support toolstack, including ticketing, monitoring and knowledge‑base platforms.

Required profile

• Proven experience leading support or operations teams in a SaaS or enterprise software environment.
• Demonstrated ability to build and manage 24/7, multi‑regional support structures.
• Strong stakeholder management skills, working closely with Product, Delivery and Customer Success teams.
• Excellent communication and strategic thinking abilities.

Required skills

• Ticketing systems
• Monitoring tools
• Knowledge‑base platforms

What we offer

• Opportunity to shape a global support organisation from the ground up.
• Collaborative culture built on agility, kindness and excellence.
• Exposure to a leading Order Management System used by major international retailers.