Operations Support Team Lead

Job description

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 companies to reward bar and restaurant staff for opening their brands, generating outstanding sales uplift.

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.

What we are looking for

Wecheer is looking for a proactive, detail-oriented and highly organized Operations Support Team Lead to join our high-performing team. You will be remotely managing our Ops and Tech support teams in Vietnam and Brazil. Your role is to be the interface between the product team, operations team, and the business, supporting the Client Account Managers & Project Managers in the markets to ensure the timely and accurate configuration of our systems, as well as monitoring ongoing performance, reporting and solving issues efficiently.

Your role

Across multiple of our platform domains: Campaigns, Locations, Rewards, Receipt Scanning, Customer Engagement Messages, Image Recognition, Fraud Management, OTP Delivery, you are responsible for three main activities, by coordinating the members of the team to:

  • Setup & Administration – Configuration of the Wecheer platform according to the project/campaign requirements working closely with internal stakeholders - i.e. creating accounts, adjusting user permissions, uploading content, requesting clarifications, etc.

  • Monitoring & Maintenance – Putting in place dashboards to monitor the different systems and streamline reporting to internal stakeholders - i.e. monitoring reward stock levels, OTP SMS delivery rate, checking receipts requiring reclassification,

  • Analysis & Improvement – Adjusting parameters to improve system performance as well as proactively proposing improvements to the way of working and the platform itself - i.e. adjusting receipt scanning parameters, suggesting a new feature for the back-end for the product team, creating a form for location change requests.


These will be mostly internal requests which may come through customer support tickets, slack, and meetings; so the capacity to handle multiple channels of communication is required.

As a Team Lead, you will be able to manage a multi-cultural team, being involved in on-boarding, recruiting, evaluation, feedback while supporting an open and transparent culture. Ownership, accountability and initiative to improve processes are at the core of our leadership and we expect you to set up workflows and ensure the team follows your lead.

Job requirements

Expectations

  • 4+ years of experience in tech/internet/digital media companies in relevant roles (Operations Support, Technical Support Lead, Technical Account Manager, Application Support Specialist or similar)

  • Tech-savvy and familiar with analytics tools, Jira, as well as customer support tools (Freshdesk)

  • Time management and multitasking skills

  • Detail-oriented and organized

  • Highly proactive

  • Fluent in English and an excellent communicator; Portuguese desirable

  • Natural team player

  • Work hours: GMT / CET / EEST are preferable

We offer

  • Financially rewarding package

  • Remote working

  • Support for your growth and professional development

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