JSC Hash is a Startup fintech company in the industry is pleased to announce a vacancy for the position of Position Head  Of  IT  Support  Team 

JSC Hash is a startup fintech company in the industry, and we are excited to announce a vacancy for the position of IT Head of Support Team at Hash. As the IT Head of Support Team, you will play a crucial role in leading and managing our support team to ensure the highest level of customer satisfaction. This position requires native-level proficiency in Georgian, fluent English skills, and knowledge of Russian is optional but advantageous 
 
Responsibilities: 

• Lead and manage the IT support team, providing guidance, mentorship, and support to team members. 
• Oversee the day-to-day operations of the support team, ensuring efficient handling of customer inquiries, incidents, and requests. 
• Set and monitor performance goals and KPIs for the support team, driving continuous improvement and ensuring high-quality support services. 
• Foster a customer-centric culture within the team, emphasizing prompt and effective resolution of customer issues. 
• Develop and implement support processes and procedures to streamline operations and enhance customer satisfaction. 
• Collaborate with other teams, such as development and product, to address customer concerns, provide feedback, and contribute to product improvements. 
• Monitor support ticket queues, ensuring timely responses and resolution of customer inquiries and issues. 
• Maintain and update knowledge base articles, FAQs, and support documentation to enable self-service support options for customers. 
• Handle escalations and critical incidents, providing expert-level support and resolution when necessary. 
• Conduct regular performance evaluations, provide feedback, and identify training and development opportunities for the support team members. 
• Stay updated with industry trends, emerging technologies, and best practices in customer support and service management. 
• Collaborate with other stakeholders to drive customer success and contribute to the overall growth and success of the organization. 

Qualifications: 

• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience). 
• Prior experience in a customer support or IT support role is preferred. 
• Proven leadership and management skills, with the ability to motivate and inspire a team. 
• Strong understanding of customer support principles and best practices. 
• Excellent communication skills in both Georgian (native-level) and English (fluent). 
• Optional: Proficiency in Russian would be a plus. 
• Strong problem-solving and decision-making abilities, with attention to detail. 
• Experience with support ticketing systems and customer relationship management (CRM) tools. 
• Familiarity with fintech products, services, and industry trends is advantageous. 
• Ability to work collaboratively with cross-functional teams and stakeholders. 
• Strong organizational and time management skills, with the ability to prioritize and meet deadlines. 

If you are passionate about customer support, possess leadership skills, and have a strong desire to contribute to the success of a fintech company, we encourage you to apply for this exciting opportunity. Join our team at Hash and lead our support team to provide exceptional customer experiences. 

To apply, please submit your resume, cover letter, and any relevant certifications to  Hash.Human.Resource@gmail.com with the subject line "IT Head of Support Team - Your Name". We look forward to reviewing your application. 

 
Please note that only shortlisted candidates will be contacted for further steps in the selection process.