Support Manager (Odoo)

About the Company

VentorTech is a technology-driven company that helps small and medium-sized businesses operate more efficiently through intelligent automation. As a Gold Odoo Partner with over a decade of experience, the company specializes in developing tailored Odoo ERP solutions that streamline operations across sales, inventory, manufacturing, purchasing, and accounting. With a team of 80 professionals including developers, analysts, project managers, and quality assurance specialists, VentorTech delivers full-cycle implementations for clients in Europe, the United States, and Australia. The organization values collaboration, clean solutions, ownership, and continuous improvement.

About the Role

The Support Manager position within the Mobile Department focuses on ensuring customers receive timely, effective assistance when using VentorTech’s Odoo-based mobile products. This role serves as the first line of communication for support inquiries, handling straightforward cases, escalating complex issues to the appropriate teams, and maintaining a structured knowledge base. The position also includes managing licenses, coordinating with the finance department, and analyzing support metrics to enhance service quality.

Responsibilities

• Act as the first point of contact for customer support requests.
• Address simple inquiries and guide users through existing FAQs.
• Document and reproduce reported issues, requesting additional details when needed.
• Escalate advanced technical cases to relevant teams such as developers or product managers.
• Manage application licenses, including activations, deactivations, and transfers.
• Collaborate with the finance department on payments, invoices, refunds, and Stripe-related issues.
• Maintain and update the internal FAQ and knowledge base for efficiency and accuracy.
• Collect and analyze data on support request patterns to identify areas for improvement.

Required Skills

• Excellent communication, interpersonal, and problem-solving abilities.
• Strong command of English (B2 level or higher).
• Experience using JIRA and Confluence for task and documentation management.
• Prior experience supporting Odoo, particularly in modules such as Inventory, Manufacturing, Sales, or Purchase.
• Confident use of Android devices at an advanced user level.
• Solid understanding of customer support and service principles.

Preferred Qualifications

• Background in Android application support.
• Experience in retail or warehouse management environments.
• Basic knowledge of Python for small-scale customizations.
• Familiarity with Android development tools and workflows.

Benefits

• Professional Development: Reimbursement for courses and training, plus free English lessons.
• Impactful Work: Contribute to innovative Odoo module development with visible results.
• Work-Life Balance: Standard weekday schedule with 20 vacation days and 4 sick days annually.
• Flexible Work Setup: Option to work remotely or from the Warsaw office with local transport or home-office compensation.
• Health Coverage: Comprehensive medical insurance provided.