Support Team Lead

Full-Time

Remote

About the Position

We are seeking a Support Team Lead with advanced English proficiency and strong expertise in Zendesk to manage a team of support agents remotely.

Responsibilities

• Daily Operations

  • 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

• People Management

  • 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

• Reporting

  • 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

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

Nice to Have

• 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

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.

About the Company

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.

Our Way of Working

• Deliver what matters
  "There’s real pride when something we built goes live."

• Respect and support others
  "Whenever I’m stuck, there’s always someone who jumps in to help - no judgment."

• Initiate and own
  "If you give them a task, they’ll not just do it - they’ll think of a better way to solve it."

• Voice openly
  "I always know where we’re heading and why - no surprises."

• Execute with quality
  "Always aims to improve the product, even when it’s already good."

If you are passionate about mobile app development and want to join a company that’s reshaping the industry, Gismart is the place for you.

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