Position: Project Manager/Support Team Lead/Head of Support
Category: Project Manager
English level: fluent
Years of experience: 2.5


Managing staff: 
hiring team members (full cycle: checking the test, interviewing the applicant, deciding on the result; deciding on whether they passed the motivation period), tracking the team's progress (as a whole and individually); 
keeping the team motivated and making sure the goals of the department are achieved and are in line with the company's objectives; 
distributing the workload between the team members; 
holding regular (biweekly) team and one-on-one (quarterly) meetings with employees and addressing any issues arising within the team; consolidating and further communicating the feedback to People Partners and top manegement; 
providing growth opportunities for team members; 
documenting the team's activity and existing processes; reviewing, updating and creating new procedures; 
automating processes where possible to increase the efficiency and decrease the response time; 
creating a healthy and productive atmosphere, improving transparency;
being in charge of cross-department communication; 
collecting and transferring information about upcoming releases and planned features, arranging sufficient updates and/or training for all teams concerned; 
clarifying problematic points with the development teams and making sure the requests from Support/Compliance Teams are fulfilled.

Managing incidents (bugs) in the system (full cycle): making sure all issues are troubleshot, properly submitted, correctly classified, addressed by the development team, resolved according to the SLA specific for the set priority and the interested parties are informed. Improving and documenting the process at all stages, collecting feedback and holding meetings across the company

Keeping track of and managing by priority incoming feature requests from different stakeholders (employees, founders, customers). Communicating on the matter with the development team - discussing and providing complete requirements, making sure they are eventually fulfilled
Checking refunds to customers before the Finance Team processes them
Making sure all activity within the department is compliant with the GDPR, FCA, DPA, CFT requirements. Assisting with collecting data for risk reports, internal and external audits, occassional regulatory reviews