About the Position

We are seeking a Support Automation Manager to oversee and enhance our support automation processes, ensuring efficient and reliable customer support.

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.
Monitor automation health, logs, and alerts to proactively identify issues before they impact customers.
Ensure production automations remain reliable, scalable, and well-documented.

Implementation

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.
Work with AI models (LLMs) to build, improve, and optimize customer support automations.
Design workflows with reliability, error handling, idempotency, and maintainability in mind.
Document workflows and automation logic to ensure knowledge sharing across the team.

Communication

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.
Communicate technical issues clearly to both technical and non-technical stakeholders.

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 n8n: Strong understanding of n8n workflow automation platform, including creating complex workflows, integrating APIs, and troubleshooting issues.
API Integration: Experience integrating third-party tools and services using APIs to streamline support processes such as ticket management, CRM systems, payment platforms, and communication tools.
Problem Solving and Debugging: Ability to identify inefficiencies in existing processes, troubleshoot automation issues, and optimize workflows for better performance and reliability.
Collaboration and Communication: Ability to work closely with the support team to understand pain points, translate them into automated solutions, and document processes clearly.
Basic understanding of Large Language Models (LLMs), prompt engineering, or AI-powered automation workflows.
Experience working with REST APIs, authentication methods (OAuth, API keys), and JSON payloads.
Strong analytical mindset with the ability to investigate complex production issues.

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.
Experience working with OpenAI APIs or other LLM providers.
Experience with monitoring, logging, or observability tools.
Basic knowledge of Git and version control workflows.

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.

Support Automation Manager

Job description