Support Team Lead

OpenKrill; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first culture

Coworking stipend 50% worldwide

12 public holidays per year (in other)

Job summary

Gismart is seeking a Support Team Manager to lead a remote, international team responsible for daily ticket operations, escalations, and performance reporting. This role emphasizes Zendesk proficiency, English fluency, and strong people management to drive customer satisfaction across digital products.

You will mentor 5–10 agents, optimize queue workflows, and collaborate with product teams to relay insights from Zendesk Explore and other analytics tools like Amplitude and Tableau.

Qualifications

• Advanced English proficiency (C1–C2) in writing and speaking.
• Extensive Zendesk expertise (triggers, tags, macros, SLA).
• Experience with payment platforms (PayPal, Stripe).
• Proven track record leading teams (5+ agents).
• Experience with Google Sheets for formulas and data visualization.
• Proficiency in Zendesk Explore; occasional Amplitude and Tableau usage.

Responsibilities

• Monitor and assign incoming tickets with proper prioritization.
• Lead weekly team syncs and product training sessions.
• Manage schedules, capacity, shifts, and substitutes.
• Handle escalations and complex customer issues.
• Provide coaching and performance reviews for 5–10 agents.
• Track weekly performance and KPIs; share feedback with product teams.

Skills

Advanced English (C1–C2)

People management

Analytical mindset

Tools

Zendesk

Google Sheets

Zendesk Explore

Amplitude

Tableau

Job description

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ABOUT US:

Gismart is a value-driven mobile app developer with a strong presence in the Health & Wellness, Utilities, and Music app markets. We have achieved a significant milestone of over 1 billion downloads worldwide, taking a step toward our mission of cultivating the well-being of people worldwide. With headquarters in London, UK, Gismart is a dynamic global company with a reach extending across Europe and far beyond. Our determined team comprises over 400 individuals who bring diversity, creativity, innovation, and relentless drive to the company. Gismart unites professionals from diverse backgrounds in entertainment, music, and tech, allowing us to play to each other’s strengths and succeed as a team.

OUR MISSION:

Become a stepping stone on our customers’ journeys of self-improvement.

OUR VALUES:

• Deliver what matters
• Respect and support others
• Initiate and own
• Voiceopenly
• Execute with quality

If you are passionate about mobile app development and want to join a company that’s reshaping the industry, Gismart is the place for you. We provide exciting career opportunities, a supportive workplace culture, and the chance to contribute to a team that is making a tangible impact. For more information on Gismart, visit gismart.com http://gismart.com.

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

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

EMPLOYEE BENEFITS:

• Remote-First Culture: Our team is diverse and extensive, just like our product portfolio. We provide a flexible working schedule and let you work anywhere in the world, either remotely or in one of our corporate hubs.
• Сoworking Compensation: We provide 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace.
• Public Holidays Policy: 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
• Mental and Physical Health: To help you stay happy and healthy, Gismart will partially cover your medical insurance, sports activities, therapy costs.
• Personal Equipment Policy: Of course, we’ll provide you with all the equipment you need or cover the maintenance cost for your own tools.
• Personal Learning and Development: We love to see you learn and grow, so Gismart will cover 70% of your professional development courses. We’ll also pay for 100% of corporate English courses.
• Time-Off Policy: Every employee gets 18 working days of paid vacation and 3 personal days per year, with an extra day added for each year at Gismart.
• Corporate Events: We are remote-first, but we love meeting up in person. Whenever possible, we organize corporate events and team-building activities across all Gismart hubs.