Team Lead Support

RichBrains is seeking a highly skilled and experienced Team Lead Support Manager to oversee our maintenance and support team, including developers, QA, support and PM associate. The ideal candidate will be a proactive person, who can adeptly engage with clients to prioritise tasks, excels in navigating a dynamic environment with changing priorities and be keen to explore opportunities for automation and optimisation of the existing processes with their team. In this role, you will closely collaborate with the clients, be a first contact person for all requests, prioritise them and assign to the team depending on their category.

Responsibilities:

• Understand how to build and manage an effective first-line support team, ensuring quick and efficient resolution of client issues and adherence to SLA;
• Engage closely with clients to prioritise tasks and manage expectations, especially in a fast-paced, rapidly changing environment;
• Strive to fulfill client needs while providing reassurance about progress and outcomes;
• Ensure the support, maintenance and development of ongoing projects and keep activities aligned with client requirements;
• Facilitate key Scrum ceremonies such as daily standups, retrospectives, and backlog refinement when Scrum is the most suitable approach, while also being able to switch gears when a different model is more effective;
• Effectively plan and coordinate resources to handle a substantial volume of tasks;
• Manage a team, providing direction and support. Encourage a confident and structured approach to handling workloads and multitasking in dynamic environments;
• Swiftly adapt to changing conditions, ask the right questions to find compromises, and work towards achieving common goals with clients and team members;
• Identify and implement strategies for automation and optimisation to improve efficiency and overall results.

Would be an advantage:

• PSM I or PSM II certification is a plus, reflecting a solid grasp of Scrum methodologies.

To excel in this role, you’ll need:

• At least 3 years of experience in a support management role;
• Exceptional communication and interpersonal skills, with a service-oriented and polite approach essential for managing client relationships and team dynamics;
• Excellent decision-making skills with the ability to work independently and take initiative in fast-paced and dynamic environments;
• Proven experience in managing and developing support teams to ensure efficient and effective client service delivery is a must;
• A deep understanding of methodologies, including Agile (Scrum, Kanban), Waterfall, and Hybrid approaches;
• Proficiency in using project management tools like Jira & Confluence;
• Familiarity with AI tools like ChatGPT, Perplexity, and other AI-driven assistants to facilitate project activities, such as task automation, documentation enhancement, and decision support;
• Fluency in English (both written and spoken) at an Advanced level is a must to effectively communicate with native speaker clients.

Working with us means:

• Work in a modern business center, just a five-minute walk from the subway, or remotely;
• Collaborating with a highly motivated and professional team, where your ideas and expertise are valued;
• Enjoying a stable work schedule with hours from 11:00 to 20:00 (GMT+3);
• Taking part in occasional corporate events that bring the team together and strengthen team spirit;
• Accessing select corporate perks and discounts.

Join us!

Данная вакансия является планируемой к созданию (перспективной).