Support team lead for mobile apps

Gismart is a mobile app developer with award-winning products in Health, Wellness, Utilities & Music and over 1 billion downloads across the globe. Our apps inspire and empower people to build a healthy lifestyle that’s sustainable and enjoyable

• 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

• 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
• Будет плюсом: 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

• Despite being remote-first, we love meeting up in person, so we often organize events in our Gismart hubs
• Growth is our top priority, so we’ll cover 70% of your professional development courses and 100% of your English language courses
• We provide health insurance, sports and psychotherapy reimbursement
• 18 days of paid vacation, 3 paid personal days, plus 1 day for each year at Gismart
• 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.
• 100% Sick Leave Compensation
• You can use our corporate devices or work on your own laptop and get a monthly depreciation compensation
• Work from home anywhere in the world, in one of our Gismart hubs, or in a coworking space, which we’ll pay for