Position: Lead Support Manager/Support Coordinator for Cikum Client
Company: Ciklum
Category: Support
Experience required: 3y
English level: upper
Published: 2023-07-01T00:00:00+03:00

As a Service Manager/ Business Delivery Lead, become a part of a cross-functional development team working for our Client- a TOP-5 company of the sportswear market. We are seeking candidates for the position of Service Support Manager at a leading European sportswear manufacturer. This role involves close collaboration with business users, the Tech Team, Product Owners (POs), and the OPS team as part of the Business Delivery team.

**Responsibilities:**
- Support management 
- DM coordination 
- Incident reporting (reviewing the support tickets, identifying the gaps and providing this information to POs) 
- Process improvement (speed of reaction to defects and improvement of instructions for users) + organization of trainings
- Analyze the current business support process, collaborate with tech support, and optimize methods such as knowledge management and documentation

**Requirements:**
- 3+ years of previous experience in user support, education, working with metrics and configuring processes
- Leading teams experience
- Experience in presentation or in trainings/organization of trainings (to be able to answer the question of what good training looks like, what are the components of such training).
- Experience in support (Understanding support management processes; know the system ticket, understand the ticket lifecycle, categorization, prioritization; customer support metrics, success metrics)
- Experience working with documentation, maintaining a product database
- Upper Intermediate English and above

**What's in it for you**
- Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
- Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
- Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
- Flexibility: choose how you want to work – a 100% remote or on-site in our offices. 
- Opportunities: we value our specialists and always find the best options for them. 
- Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
- Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events