Remote Support Team Lead - Lead, Optimize & Grow

Gismart; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Sports reimbursement

Psychotherapy reimbursement

Paid vacation

Personal days

Public holidays coverage

Device depreciation support

Global remote work

Job summary

Gismart is seeking a Remote-First Support Team Lead to oversee a 5–10 member team. You will prioritize tickets, detect incidents, and drive weekly trainings while managing schedules and escalations.

Use Zendesk extensively and collaborate with product teams to improve customer experience. You will mentor staff, conduct performance reviews, and leverage data tools (Zendesk Explore, Amplitude, Tableau) to optimize operations.

Qualifications

• Fluent English communication (written and spoken)
• Proven history leading 5+ support agents
• Experience with Zendesk triggers, tags, macros, and SLA settings
• Familiarity with payment platforms (PayPal, Stripe)
• Strong data skills in Google Sheets (formulas, graphs, structured data)
• Experience with Zendesk Explore; Amplitude and Tableau is a plus
• Knowledge of subscription models, renewals, refunds, invoicing (nice to have)

Responsibilities

• Monitor and assign incoming tickets with proper prioritization
• Detect incidents quickly and take ownership of issues
• Lead weekly team syncs and product trainings
• Manage schedules, capacity, shifts, and substitutes
• Handle escalations and complex customer issues
• Optimize queue management using Zendesk triggers and automations
• Mentor 5–10 agents with clear direction and feedback
• Conduct 1:1s and performance reviews
• Share product feedback with product teams and propose improvements

Skills

Advanced English

Zendesk expertise

Team leadership

Payments platforms

Google Sheets data

Analytics (Zendesk Explore)

Project management tools

Tools

Zendesk

Google Sheets

Amplitude

Tableau

Jira

Confluence

Asana

Job description

Gismart is seeking a Remote-First Support Team Lead to oversee a 5–10 member team. You will prioritize tickets, detect incidents, and drive weekly trainings while managing schedules and escalations.

Use Zendesk extensively and collaborate with product teams to improve customer experience. You will mentor staff, conduct performance reviews, and leverage data tools (Zendesk Explore, Amplitude, Tableau) to optimize operations.