Support Team Lead at Gismart

ABOUT THE PROJECT

Gismart is a mobile app developer with award-winning products in Health, Wellness, Utilities & Music and over 1 billion downloads across the globe. Our apps inspire and empower people to build a healthy lifestyle that’s sustainable and enjoyable

REQUIREMENTS

– Advanced English proficiency (C1–C2) in both writing and speaking
– Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings
– Experience with payment platforms (e.g., PayPal, Stripe)
– Proven track record of managing teams of 5+ support agents, including mentoring, shift and capacity planning, and feedback delivery
– Experience with Google Sheets: building formulas, graphs, and structured data sets
– Strong analytical skills using Zendesk Explore, with occasional use of Amplitude and Tableau
– Would be a plus: Experience with Jira, Confluence, or Asana
– Understanding of mobile app functionality, including versions, updates, and device compatibility
– Knowledge of subscription models, including renewals, refunds, and invoicing

RESPONSIBILITIES

– Monitor and assign incoming tickets, ensuring proper prioritization
– Promptly detect and report incidents; take ownership of raised issues
– Lead weekly team syncs and product training sessions
– Manage schedules, capacity, extra shifts, and substitutes
– Handle escalations and complex customer issues
– Optimize queue management using Zendesk triggers and automations
– Lead and mentor a team of 5–10 support agents by providing clear direction and continuous feedback
– Conduct regular 1:1s and performance reviews
– Initiate and oversee performance improvement plans
– Track weekly performance and ensure KPI compliance
– Collect and share product feedback with product teams
– Collaborate with the Support Team Lead to analyze results and propose improvements

WHAT WE OFFER

– Despite being remote-first, we love meeting up in person, so we often organize events in our Gismart hubs
– Growth is our top priority, so we’ll cover 70% of your professional development courses and 100% of your English language courses
– We provide health insurance, sports and psychotherapy reimbursement
– 18 days of paid vacation, 3 paid personal days, plus 1 day for each year at Gismart
– Gismart observes public holidays based on the Ukrainian or Polish holiday calendars. Employees working in other locations are entitled to 12 public holidays per year.
– 100% Sick Leave Compensation
– You can use our corporate devices or work on your own laptop and get a monthly depreciation compensation
– Work from home anywhere in the world, in one of our Gismart hubs, or in a coworking space, which we’ll pay for

COMPENSATION & BENEFITS

– Negotiate salary based on experience and qualifications