Technical Support / Automations Manager 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.

REQUIREMENTS

– Advanced English proficiency (C1–C2), both written and spoken.
– Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings.
– Experience with payment platforms (e.g., PayPal, Stripe).
– Experience developing automations on low-code platforms (n8n).
– Proficiency in the n8n automation platform: hands-on experience, including creating complex workflows, integrating APIs, and troubleshooting issues.
– API Integration: Experience with integrating various third-party tools and services using APIs to streamline support processes like ticket management, CRM, and communication platforms.
– Problem Solving and Debugging: Ability to identify inefficiencies in existing processes, troubleshoot automation issues, and optimize workflows for better performance and error handling.
– Collaboration and Communication: Ability to work closely with the support team to understand their pain points and translate them into automated solutions, along with clear documentation of automated processes for future reference.
– Clear and Precise Prompts: Ability to create specific, well-defined prompts for AI-driven automation, ensuring data processing and outputs are accurate and efficient.
– Context Awareness: Skill in providing AI with clear context for each task, ensuring effective execution within diverse workflows.
– 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

– Daily operations: Monitor active workflows to ensure consistent performance and stability.
– Detect and address incidents promptly; take ownership of raised issues.
– Perform quality control on AI-generated responses sent through support platforms.
– Design, build, and maintain automation workflows using tools like n8n, prioritizing modularity and reusability.
– Write and maintain scripts (JavaScript) and use low-code tools to support new automation cases.
– Be up-to-date with Zendesk triggers and rules. Make sure our automations align with Zendesk flows.
– Integrate Zendesk with third-party automation platforms and monitor their stability.
– Manage authentication and secure integration of third-party APIs used in automations.
– Troubleshoot automation workflows regularly, proactively resolving errors and refining functionality.
– Build and update automation workflows based on defined priorities, including tickets, emails, Slack bots, analytics, and more.
– Run A/B and multi-scenario tests to evaluate automation effectiveness and improve performance.
– Conduct tests involving multiple applications, request types, and support platforms.
– Track error logs and troubleshoot failed workflow executions.
– Collaborate closely with the backend team to ensure smooth integration of AI solutions.
– Create tasks for the backend team when new endpoints are required or existing functionality needs enhancement.
– Collaborate with DevOps to monitor server performance and address any issues impacting automation.
– Log key automation activities and updates in Confluence to keep the team informed.
– Coordinate with support leads and agents to collect hands-on feedback for improving automations and review reported tickets.
– Update the support team on any new or revised automations that may affect their work.
– Maintain close communication with the Head of Support for task management and roadmap updates.

WHAT WE OFFER

– Corporate Events: Despite being remote-first, we love meeting up in person, so we often organize events in our Gismart hubs.
– Learning & Development: Growth is our top priority, so we’ll cover 70% of your professional development courses and 100% of your English language courses.
– Mental & Physical Health: We provide health insurance, sports and psychotherapy reimbursement.
– Time Off Policy: 18 days of paid vacation, 3 paid personal days, plus 1 day for each year at Gismart.
– Public Holidays: 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.
– Sick Leave: 100% Sick Leave Compensation.
– Personal Equipment Policy: You can use our corporate devices or work on your own laptop and get a monthly depreciation compensation.
– Remote-First Work: 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

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