Support Team Lead

Job not on LinkedIn

🔥 16 hours ago

🇺🇦 Ukraine – Remote

⏰ Full Time

🟠 Senior

✨ Team Lead

👻 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 and assign incoming tickets, ensuring proper prioritization • Detect and report incidents promptly and 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 • 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

🎯 Requirements

• Advanced English proficiency (C1—C2) in writing and speaking • Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings • Experience with payment platforms such as PayPal and Stripe • Proven experience managing teams of 5+ support agents, including mentoring, shift and capacity planning, and feedback delivery • Experience with Google Sheets, including building formulas, graphs, and structured data sets • Strong analytical skills using Zendesk Explore, with occasional use of Amplitude and Tableau • 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, including renewals, refunds, and invoicing is a plus

🏖️ Benefits

• Remote-first culture with a flexible working schedule and the option to work anywhere in the world or from a corporate hub • 50% compensation for coworking spaces worldwide • 12 public holidays per year for employees working outside Ukraine or Poland; Ukrainian or Polish holiday calendars observed otherwise • 100% sick leave compensation • Partial coverage of medical insurance, sports activities, and therapy costs • Equipment provision or maintenance-cost coverage 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, with an extra day added for each year at Gismart • Corporate events and team-building activities across Gismart hubs