Support Lead / Project Manager

Nexus is pleased to announce a vacancy for the position of Support Lead / Project Manager

Who we are:
Nexus provides a full range of digital services to the Financial sector – from primary consulting to the implementation of innovative solutions. Our services meet the strict requirements of European and international standards. The Company uses state-of-the-art technologies to meet the various needs of clients in order to bring them to the digital era. Nexus’s headquarter is in Tbilisi, Georgia.

We expect that you:

• Have 1+ years of experience managing projects and/or leading a support team;
• Are driven, goal-oriented and independent;
• Have good people and communication skills;
• Speak Georgian;
• Are analytical and able to identify trends, issues, and optimization opportunities;
• Are passionate about workflow / process optimization;
• Have excellent writing and documentation skills;
• Are familiar with Customer Support / Ticketing systems;
• Have at least a basic understanding of tech concepts.

What you will be doing:
The selected candidate will be responsible for building up the Nexus Support team from ground up, managing its day-to-day operations, and working with different internal stakeholders to provide exceptional customer support to different business customers. The task ahead is varied, interesting and challenging. You will work in a startup environment. You will have the chance to work with a growing international team. There is plenty of room for creativity and your own ideas. We offer a dynamic working environment remotely, or in the office, if you’re nearby at headquarters in Tbilisi, Georgia. You should bring positive energy to the team and experience joy in sharing, teaching and seeing other team members grow under your supervision. 

What you will be responsible for:

• Working with different internal stakeholders to launch Nexus Support for B2B customers in line with company strategy;
• Managing a small team of Support Specialists and their day-to-day operations to ensure customer support is provided in line with established SLAs;
• Monitoring and analyzing incoming requests to provide regular reporting to the management about top user issues and team KPIs;
• Optimizing support team workflows and updating related documentation based on the insights gained from various metrics (request volumes, time spent, etc.);
• Identifying the need for and facilitating creation of: internal troubleshooting content for Support Specialists to reduce ticket handling time, and external self-help content for customers to reduce ticket volumes;
• Staying aware of new product / feature development and participating in launches to ensure support readiness by identifying necessary content, tools and accesses needed to support new product / feature;
• Working closely with different Product Owners, Project Managers, and Team Leads to channel customer issues and feedback and help in prioritizing product fixes or new feature development.

We:

• Always ensure the “Wow!” feeling by our services.
• Always accept and motivate Change.
• Create an enjoyable and colorful atmosphere.
• Look for adventures and thinking always out of the box.
• Welcome growth and self-education.
• Build open and honorable relations.
• Do more with less.
• Always be involved and decisive in actions/discussions

If you think Nexus is the right place for you and you are the right person for this position, let us know by sending your resumes to the following address: future@nexus.ge. In the subject area, indicate the vacancy title “Support Lead / Project Manager”.