Support Team Lead — Remote-First, Data-Driven Coach

Openkrill; United States; Remote; 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

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.