Support Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇦 Ukraine – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 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

• Coordinate Support operations across multiple teams, ensuring alignment, ownership, and consistent execution • Identify operational gaps and propose and implement improvements • Lead the rollout of new processes, policies, tools, and product launches across Support • Manage the Support Operations backlog and drive cross-functional projects to completion • Administer and continuously improve Zendesk, including workflows, routing, SLAs, triggers, automations, tags, and permissions • Define Support KPIs, build dashboards and reports, and turn data into actionable recommendations • Establish effective communication and coordination processes across Support teams • Identify AI and automation opportunities and work with the Automation Team on implementation and impact measurement

🎯 Requirements

• Proven experience in Support Operations within a medium-to-large Support organization • Strong hands-on experience with Zendesk and Zendesk Explore • Advanced English proficiency (C1+) in writing and speaking • Experience rolling out processes, tools, and operational changes across multiple teams • Strong analytical and project management skills • Experience working cross-functionally and driving execution without direct authority • Practical experience with Jira and Confluence • Experience using AI and automation tools to improve Support operations • Strong ownership, initiative, and ability to work effectively in ambiguous environments • Experience with Amplitude, Tableau, or other BI tools is a plus • Experience with product launches in a high-volume Support environment is a plus • Familiarity with APIs and no-code/low-code automation tools is a plus • Lean Six Sigma, Agile, or change management certification is a plus • Experience building a Support Operations function from scratch is a plus

🏖️ Benefits

• Remote-first culture with a flexible working schedule • Ability to work anywhere in the world, remotely or from a corporate hub • 50% compensation for coworking spaces 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 per year • 3 personal days per year • An extra vacation day for each year at Gismart • Corporate events and team-building activities across Gismart hubs