Support team lead for mobile apps

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

Описание:

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

Задачи:

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

Требования:

• 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

Условия:

• 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