[Hiring] Support Operations Manager @Gismart

Role Description

• Coordinate Support operations across multiple teams, ensuring alignment, ownership, and consistent execution.
• Identify operational gaps and proactively propose and implement improvements.
• Lead the rollout of new processes, policies, tools, and product launches across Support.
• Manage the Support Operations backlog and drive cross-functional projects to completion.
• Administer and continuously improve Zendesk, including workflows, routing, SLAs, triggers, automations, tags, and permissions.
• Define Support KPIs, build dashboards and reports, and turn data into actionable recommendations.
• Establish effective communication and coordination processes across Support teams.
• Identify AI and automation opportunities and work with the Automation Team on their implementation and impact measurement.

Qualifications

• Proven experience in Support Operations within a medium-to-large Support organization.
• Strong hands-on experience with Zendesk and Zendesk Explore.
• Advanced English proficiency (C1+) in writing and speaking.
• Experience rolling out processes, tools, and operational changes across multiple teams.
• Strong analytical and project management skills.
• Experience working cross-functionally and driving execution without direct authority.
• Practical experience with Jira and Confluence.
• Experience using AI and automation tools to improve Support operations.
• Strong ownership, initiative, and ability to work effectively in ambiguous environments.

Requirements

• Experience with Amplitude, Tableau, or other BI tools would be a plus.
• Experience with product launches in a high-volume Support environment.
• Familiarity with APIs and no-code/low-code automation tools.
• Lean Six Sigma, Agile, or change management certification.
• Experience building a Support Operations function from scratch.

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 for maintenance costs of 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.