The role of a Support Team Lead at Gismart
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
Reporting
- 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
Our Benefits
- Corporate Events; Despite being remote-first, we love meeting up in person, so we often organize events in our Gismart hubs
- Mental & Physical Health: We provide health insurance, sports and psychotherapy reimbursement
- 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.
- Personal Equipment Policy: You can use our corporate devices or work on your own laptop and get a monthly depreciation compensation
- Learning & Development: Growth is our top priority, so we’ll cover 70% of your professional development courses and 100% of your English language courses
- Time Off Policy: 18 days of paid vacation, 3 paid personal days, plus 1 day for each year at Gismart
- Sick Leave: 100% Sick Leave 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
To learn more about Gismart visit their website
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