Product Support Executive (Remote)
Love, Bonito, India

About us

We pride ourselves as the best and largest vertically integrated, omni-channel women’s fashion brand in the region. Founded in 2010, we’ve grown to 150 people strong, proudly headquartered in Singapore with country offices in Indonesia and Malaysia and an omni-channel presence across these 3 markets. In addition to our retail franchise in Cambodia, we ship internationally to 15 markets (Hong Kong, China, Philippines and Australia, New Zealand, US, Canada, Macau, Japan, Korea, Vietnam, Thailand, Myanmar, Cambodia amp; Brunei).

We are taking our definition of new female retail global, with our sights set on becoming the most thoughtful brand for the everyday woman.

The team

The Love, Bonito team is a passionate, dynamic, innovative and fun-loving family. From fashion-lovers, savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus - our customer, the Love, Bonito woman. She is at the heart of everything we do and we pride ourselves in always taking an innovative, data-centric yet considerate approach in creating the right experiences, products and content for her. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial.

If you’re looking for a dynamic, no corporate-BS environment to learn, grow, we could be the perfect fit for you!

The role

You will be at the front line of the product team: Supporting our stakeholders with day to day operations tightly coupled with our products. You will be responsible for providing world-class remote support to resolve technical issues that come your way, working closely directly with our internal stakeholders, vendors and engineers and will have the opportunity to understand the ecommerce and retail business immensely. Reporting to Head of Product.

You should have/ be

• Good grasp of the Love, Bonito brand, unique proposition and keen understanding of our customer
• A knack for problem solving with an ability to think ‘out of the box’
• A genuine curiosity to know how things work and how to make them better
• Good judgment and keen attention to details
• Solid project management skills
• Solid relationship management skills; able to build strong relationships and trust with stakeholders
• Solid communication skills and able to communicate technological jargon to functional teams
• Passion for using data to understand urgency of issues that comes your way

Main responsibilities

• Immerse and familiarise oneself with the ins and outs of our various product and system tools and processes
• Be on the frontline for product team, assist in managing, and maintaining the performance and stability of our products
• Provide stakeholders with technical support for day to day operations tightly coupled with our products, working closely with our vendors and engineers
• Prioritise, route, resolve and schedule all incoming internal technology support incidents and request
• Measure and assess the complexity of request/issue
• Investigate and provide short and long term solutions for issues
• Escalate requests/issues to product managers when necessary, collaborative partnership
• Provide stakeholders with regular updates of resolution progress

Requirements

• 2-3 years of working experience as tech or product support preferred
• Worked in agile environment preferred
• Good to have: HTML, basic SQL knowledge
• Experience with supporting users remotely in a fast paced environment
• Experience supporting SaaS applications, SAP B1 and POS
• Sharp analytical, critical thinking and problem-solving skills
• Strong domain experience especially in e-commerce and retail

Benefits

• Flexible work arrangements
• A dynamic, no corporate-BS environment to learn, grow, and really make an impact

Job Rewards and Benefits