gismart - Support Team Lead
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
• 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 • 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
Benefits
• Remote-First Culture: Our team is diverse and extensive, just like our product portfolio. We provide a flexible working schedule and let you work anywhere in the world, either remotely or in one of our corporate hubs. • Сoworking Compensation: We provide 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace. • Public Holidays Policy: 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 • Mental and Physical Health: To help you stay happy and healthy, Gismart will partially cover your medical insurance, sports activities, therapy costs. • Personal Equipment Policy: Of course, we’ll provide you with all the equipment you need or cover the maintenance cost for your own tools. • Personal Learning and Development: We love to see you learn and grow, so Gismart will cover 70% of your professional development courses. We’ll also pay for 100% of corporate English courses. • Time-Off Policy: Every employee gets 18 working days of paid vacation and 3 personal days per year, with an extra day added for each year at Gismart. • Corporate Events: We are remote-first, but we love meeting up in person. Whenever possible, we organize corporate events and team-building activities across all Gismart hubs.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT