Operations Support - L2

Job description

This is a 100% freelance contract role, dedicated primarily to applicants from Vietnam and Lebanon (language reasons). Working hours 1 PM-9 PM for Vietnam or 9 AM-5 PM EEST. Fluent English is mandatory. 

About us: WECHEER is a loyalty service Swiss-based startup, operating internationally and currently disrupting the FMCG/CPG industry, by delivering best-in-class direct-to-consumer digital engagement campaigns. After 4 years of development and 2 years of market testing, WECHEER has gained traction with some of the world’s biggest food and beverage brands. Our platform bridges the gap between Brands, Service Staff and Consumers by providing multi-brand loyalty which works across all points of purchase, such as retailers, convenience stores, cafés, restaurants, bars, etc.

The WECHEER app is designed to scale and allows brands to book a WECHEER loyalty campaign for both their consumers (end users) and service staff. Our IoT Smart Bottle Opener allows brands to reward bar and restaurant staff for opening any bottle belonging to their catalog, generating outstanding uplifts in sales.

We have a globally distributed team of talented people, working to change how product engagement is done, while enjoying a beer from time to time.

Responsibilities (What you will do):

  • Provide Technical Support for our IoT Smart Bottle Opener, Wecheer Bartender app and Wecheer Loyalty System

  • Acts as a point of contact for daily operational matters for specific accounts/campaigns (e.g. receipt and image reclassification, customer queries and complaints).

  • Resolves operational issues that may arise for specific accounts/campaigns (e.g. adjust system parameters to improve image recognition, adjust campaign rules, manage users to prevent fraud)

  • Troubleshooting problems, analyzing and preventing failures, reporting bugs.

  • Send feedback to the product and technology team and follow-up on corrective actions.

  • Setup, manage and configure the system for existing and new markets.

  • Monitor system performance and improve it. For example, we use AI for image recognition.

  • Your role would be to analyze and improve the image recognition model.

Job requirements

Qualities you should have:

Tech Fan: You should feel comfortable with using and understanding technology. How software and hardware works, how to set-up a Wi-Fi network etc. Be independently capable of understanding root causes of client’s issues. Give input for our product development to make it better and more user-friendly. Be curious about how things work. Be always ready to share your ideas and how to make things better.

Very good communication: It is important to be in good contact with other team members. Clear communication with customer service team on one hand and the production team, on the other hand, is key. Find solutions independently or with help from others and communicate them clearly.

Key Requirements and Qualifications

  • Technical Degree, equivalent experience, or be really Tech Savvy

Broad general understanding of IT systems: IoT Hardware, Networking, Apps, Servers (no need to know coding)

  • Fluent in English (written and spoken)

  • A love for technology

We offer

  • Financially rewarding package

  • Remote working (we have an office in Ho Chi Minh and if you live in the city, you are welcome to join the team there)

  • Generous vacation policy

  • Support for your growth and professional development

  • An energetic, fast-moving, multi-cultural team with a deep-rooted love for food and beer :-)