Position: Support Lead / Project Manager
Company: Ander
Experience required: 1y
Category: Project Manager
English level: intermediate
Published: 2023-05-01T00:00:00+03:00

We are excited to announce an opening for the position of Support Lead / Project Manager. Our client is a digital services provider specializing in the Financial sector, offering consulting and innovative solutions that adhere to European and international standards. Our headquarters are located in Tbilisi, Georgia.

**Requirements:**

We are seeking a candidate who meets the following qualifications:

- 1+ years of experience in project management and/or leading a support team.
- Driven, goal-oriented, and independent.
- Strong interpersonal and communication skills.
- Fluency in Georgian.
- Analytical mindset with the ability to identify trends, issues, and optimization opportunities.
- Passion for optimizing workflows and processes.
- Excellent writing and documentation skills.
- Familiarity with Customer Support and Ticketing systems.
- Basic understanding of tech concepts.

**Responsibilities:**

As the selected candidate, your responsibilities will include:
- Launching the Support for B2B customers in alignment with the company's strategy, collaborating with internal stakeholders.
- Managing a small team of Support Specialists, overseeing their day-to-day operations, and ensuring adherence to established SLAs.
- Monitoring and analyzing incoming requests, providing regular reports to management on top user issues and team KPIs.
- Optimizing support team workflows based on various metrics, such as request volumes and time spent, and updating related documentation.
- Identifying the need for and facilitating the creation of internal troubleshooting content for Support Specialists to streamline ticket handling, as well as external self-help content for customers to reduce ticket volumes.
- Staying informed about new product and feature developments, participating in launches, and ensuring support readiness by identifying necessary content, tools, and accesses.
- Collaborating closely with Product Owners, Project Managers, and Team Leads to relay customer issues and feedback and assist in prioritizing product fixes and new feature development.

**Company's Values:**
The company's principles:
- Delivering exceptional service that creates a "Wow!" experience.
- Embracing and motivating change within the organization.
- Fostering an enjoyable and vibrant work environment.
- Encouraging innovative thinking and seeking unconventional solutions.
- Valuing growth and self-education.
- Building open and honorable relationships.
- Achieving more with less.
- Actively participating and making decisive contributions in actions and discussions.