Support Automation Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇦 Ukraine – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gismart

WebsiteLinkedInAll Job Openings

201 - 500 employees

👥 B2C

🧘 Wellness

📱 Media

B2C • Wellness • Media

Gismart is a mobile app developer that creates award-winning consumer apps across health, wellness, utilities, and music. The company reports more than 1 billion downloads worldwide and 30+ million monthly active users, and states a mission to make personal wellness more accessible through easy-to-use interactive technology. Gismart focuses on B2C mobile experiences that encourage healthy habits and provide music and utility apps for a broad consumer audience.

📋 Description

• Monitor active workflows for consistent performance and stability • Detect and address incidents promptly and take ownership of raised issues • Perform quality control on AI-generated support responses • Monitor automation health, logs, and alerts to proactively identify issues • Ensure production automations are reliable, scalable, and documented • Design, build, and maintain modular, reusable n8n automation workflows • Write and maintain JavaScript scripts and use low-code tools for new automation cases • Align automations with Zendesk triggers and rules • Integrate Zendesk with third-party automation platforms and monitor stability • Manage authentication and secure integration of third-party APIs • Troubleshoot workflows, resolve errors, and refine functionality • Build and update automations for tickets, emails, Slack bots, analytics, and other use cases • Run A/B and multi-scenario tests to improve automation effectiveness • Test multiple applications, request types, and support platforms • Track error logs and troubleshoot failed workflow executions • Build, improve, and optimize customer support automations using LLMs • Design workflows with reliability, error handling, idempotency, and maintainability • Document workflows and automation logic for team knowledge sharing • Collaborate with backend teams on AI solution integrations and endpoint requirements • Collaborate with DevOps on server performance and automation issues • Log key automation activities and updates in Confluence • Gather feedback from support leads and agents and review reported tickets • Update support teams about new or revised automations • Communicate with the Head of Support regarding task management and roadmap updates • Explain technical issues clearly to technical and non-technical stakeholders

🎯 Requirements

• Advanced English proficiency (C1–C2), written and spoken • Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings • Experience with payment platforms such as PayPal and Stripe • Experience developing automations on low-code platforms, especially n8n • Strong understanding of n8n, including complex workflows, API integrations, and troubleshooting • Experience integrating third-party tools and services using APIs for ticket management, CRM systems, payment platforms, and communication tools • Ability to identify process inefficiencies, troubleshoot automation issues, and optimize workflows • Ability to collaborate with support teams, translate pain points into automated solutions, and document processes clearly • Basic understanding of Large Language Models, prompt engineering, or AI-powered automation workflows • Experience with REST APIs, OAuth, API keys, and JSON payloads • Strong analytical ability to investigate complex production issues • Experience with Jira, Confluence, or Asana is a plus • Understanding of mobile app functionality, including versions, updates, and device compatibility, is a plus • Knowledge of subscription models, renewals, refunds, and invoicing is a plus • Experience with OpenAI APIs or other LLM providers is a plus • Experience with monitoring, logging, or observability tools is a plus • Basic knowledge of Git and version control workflows is a plus

🏖️ Benefits

• Remote-first culture with flexible working schedule and the option to work anywhere in the world or from a corporate hub • 50% coworking space compensation worldwide • Public holidays based on Ukrainian or Polish holiday calendars; employees in other locations receive 12 public holidays per year • 100% sick leave compensation • Partial coverage of medical insurance, sports activities, and therapy costs • Equipment provided or maintenance costs covered for personal tools • 70% coverage of professional development courses • 100% coverage of corporate English courses • 18 working days of paid vacation and 3 personal days per year, plus an extra day for each year at Gismart • Corporate events and team-building activities across Gismart hubs