Support Manager

Are you passionate about designing, implementing, and maintaining service business processes in IT? Are you willing to be a part of a quickly growing, product-oriented company while working remotely from home? Then welcome to HomeBuddy! 

This role is full-time and offers home working flexibility. 
Fully remote position. Hiring freeze in the territory of Russia and Belarus.

HomeBuddy is a robust online marketplace connecting contractors with homeowners to complete home improvement projects in the U.S.

Already a well-established, successful firm, HomeBuddy is growing at a fast pace and is determined to achieve even more explosive growth. We are actively developing our team of smart, self-starting, and entrepreneurial individuals to support this ambitious vision in many professional categories. 
 

HomeBuddy offers a remote and flexible work environment, competitive compensation, attractive benefits, and a great opportunity to work on interesting, challenging, and constantly evolving projects. As a member of the HomeBuddy team, you will be part of an innovative and dynamic environment where your ideas and efforts will be valued and make a significant impact. You will have the opportunity to collaborate with talented professionals from diverse backgrounds, contributing to the growth and success of the company.
 

We are searching for a results-oriented problem solver who will help us to form and manage our technical support team to service our employees and customers. First, your team will consist of a few support specialists, several developers, and one primary business process. You will develop more business processes and expand the team as you progress. This role reports to the CTO.
 

To succeed at HomeBuddy, you need to be passionate about being part of a dynamic, challenging, and fast-growing business. If you’re seeking a routine office job, this position isn't for you.
 

What You Will Be Doing:

• Communicating with customers on process improvements
• Designing and implementing new business processes
• Resource planning and hiring
• Writing instructions and working standards
• Onboarding tech. support customers and team members
• Facilitating Kanban meetings
• Managing and tutoring your team
• Conducting one-to-ones and managing the assessment process.
• Controlling SLAs.
   

About You:

• At least 3 years of experience in IT processes management and at least one year of experience in Technical support management
• Technical background in QA / Development / System analysis / Systems Administration
• Strong communication skills
• Knowledge of software development and IT methodology and processes
• Ability to motivate the team and lead them to success
• Ability to structure information and document it
• Analytical mindset and skills
• Paranoid craving for order
• Highly proactive problem solver
• Outstanding people management skills
• Should not be afraid of taking on some tasks and diving into the dirt
• Experience in administrating one of the wide-spread Service desk solutions
• A very good level of English, at least Upper-Intermediate. Fluent Russian.

What We Offer:

We have different perks and benefits, but we also can offer you a supportive work environment powered by a fantastic team!

• Competitive compensation according to your skills, experience, and professional accomplishments, including a company bonus;
• Paid vacation, sick leave, and holidays;
• 100% remote work, allowing working and traveling;
• Flexible work hours, when it is convenient to plan your working and personal time;
• Work in one of the most dynamic and fastest-growing industries;
• Ambitious and challenging tasks with a high degree of responsibility and independence;
• Multicultural environment;
• Supportive, friendly, and professional team, which you can always rely on;
• An allowance program for compensation of expenses for wellness and the home office;
• Paid training (school, events, conferences).

If this sounds like you, we should talk!