Job VC
Support Team Lead
Technologies
Description
About us:
Gismart is a value-driven mobile app developer with a strong presence in the Health & Wellness, Utilities, and Music app markets. We have recently achieved a significant milestone of over 1 billion downloads worldwide, taking a step toward our mission of cultivating the well-being of people worldwide. With headquarters in London, UK, Gismart is a dynamic global company with a reach extending across Europe and far beyond. Our determined team comprises over 250 individuals who bring diversity, creativity, innovation, and relentless drive to the company. Gismart unites professionals from diverse backgrounds in entertainment, music, and tech, allowing us to play to each other’s strengths and succeed as a team.
Our mission:
Become a stepping stone on our customers’ journeys of self-improvement.
Our values:
D
eliver what matters
R
espect and support others
I
nitiate and own
V
oiceopenly
E
xecute with quality
If you are passionate about mobile app development and want to join a company that’s reshaping the industry, Gismart is the place for you. We provide exciting career opportunities, a supportive workplace culture, and the chance to contribute to a team that is making a tangible impact. For more information on Gismart, visit gismart.com.
Responsibilities:
Daily operations
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
People management
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
Reporting
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 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
Would be a plus:
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
Employee Benefits:
Remote-First Culture:
Our team is diverse and extensive, just like our product portfolio. We provide a flexible working schedule and let you work anywhere in the world, either remotely or in one of our corporate hubs.
Сoworking Compensation:
We provide 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace.
Public Holidays Policy:
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
Mental and Physical Health:
To help you stay happy and healthy, Gismart will partially cover your medical insurance, sports activities, therapy costs.
Personal Equipment Policy:
Of course, we’ll provide you with all the equipment you need or cover the maintenance cost for your own tools.
Personal Learning and Development:
We love to see you learn and grow, so Gismart will cover 70% of your professional development courses. We’ll also pay for 100% of corporate English courses.
Time-Off Policy:
Every employee gets 18 working days of paid vacation and 3 personal days per year, with an extra day added for each year at Gismart.
Corporate Events:
We are remote-first, but we love meeting up in person. Whenever possible, we organize corporate events and team-building activities across all Gismart hubs.
Gismart is a value-driven mobile app developer with a strong presence in the Health & Wellness, Utilities, and Music app markets. We have recently achieved a significant milestone of over 1 billion downloads worldwide, taking a step toward our mission of cultivating the well-being of people worldwide. With headquarters in London, UK, Gismart is a dynamic global company with a reach extending across Europe and far beyond. Our determined team comprises over 250 individuals who bring diversity, creativity, innovation, and relentless drive to the company. Gismart unites professionals from diverse backgrounds in entertainment, music, and tech, allowing us to play to each other’s strengths and succeed as a team.
Our mission:
Become a stepping stone on our customers’ journeys of self-improvement.
Our values:
D
eliver what matters
R
espect and support others
I
nitiate and own
V
oiceopenly
E
xecute with quality
If you are passionate about mobile app development and want to join a company that’s reshaping the industry, Gismart is the place for you. We provide exciting career opportunities, a supportive workplace culture, and the chance to contribute to a team that is making a tangible impact. For more information on Gismart, visit gismart.com.
Responsibilities:
Daily operations
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
People management
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
Reporting
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 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
Would be a plus:
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
Employee Benefits:
Remote-First Culture:
Our team is diverse and extensive, just like our product portfolio. We provide a flexible working schedule and let you work anywhere in the world, either remotely or in one of our corporate hubs.
Сoworking Compensation:
We provide 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace.
Public Holidays Policy:
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
Mental and Physical Health:
To help you stay happy and healthy, Gismart will partially cover your medical insurance, sports activities, therapy costs.
Personal Equipment Policy:
Of course, we’ll provide you with all the equipment you need or cover the maintenance cost for your own tools.
Personal Learning and Development:
We love to see you learn and grow, so Gismart will cover 70% of your professional development courses. We’ll also pay for 100% of corporate English courses.
Time-Off Policy:
Every employee gets 18 working days of paid vacation and 3 personal days per year, with an extra day added for each year at Gismart.
Corporate Events:
We are remote-first, but we love meeting up in person. Whenever possible, we organize corporate events and team-building activities across all Gismart hubs.