Support Team Lead

Gismart is a value-driven mobile app developer with a strong presence in the Health & Wellness, Utilities, and Music app markets. We have achieved a significant milestone of over 1 billion downloads worldwide, taking a step toward our mission of cultivating the well-being of people worldwide. With headquarters in London, UK, Gismart is a dynamic global company with a reach extending across Europe and far beyond.

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

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

Benefits

Remote-First Culture with flexible working schedule, working anywhere in the world remotely or in corporate hubs; 50% compensation for coworking spaces worldwide; Public holidays based on Ukrainian or Polish holiday calendars (employees in other locations entitled to 12 public holidays per year); 100% sick leave compensation; Partial coverage of medical insurance, sports activities, and therapy costs; Personal equipment policy: all needed equipment provided or maintenance cost of own tools covered; 70% coverage of professional development courses and 100% coverage of corporate English courses; 18 working days of paid vacation and 3 personal days per year, plus an extra day for each year at Gismart; Corporate events and team-building activities across Gismart hubs