[Hiring] Support Team Lead @Gismart

Role Description

• 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.

Qualifications

• 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.

Requirements

• Experience with Jira, Confluence, or Asana would be a plus.
• Understanding of mobile app functionality, including versions, updates, and device compatibility would be a plus.
• Knowledge of subscription models, including renewals, refunds, and invoicing would be a plus.

Benefits

• Remote-First Culture: Flexible working schedule; work anywhere in the world, either remotely or in one of our corporate hubs.
• Сoworking Compensation: 50% compensation for coworking spaces worldwide.
• Public Holidays Policy: Observes public holidays based on the Ukrainian or Polish holiday calendars; 12 public holidays per year for employees in other locations.
• 100% Sick Leave Compensation.
• Mental and Physical Health: Partial coverage for medical insurance, sports activities, and therapy costs.
• Personal Equipment Policy: Provision of necessary equipment or coverage of maintenance costs for personal tools.
• Personal Learning and Development: 70% coverage for professional development courses and 100% for corporate English courses.
• Time-Off Policy: 18 working days of paid vacation and 3 personal days per year, with an extra day added for each year at Gismart.
• Corporate Events: Organization of corporate events and team-building activities across all Gismart hubs.