Support Operations Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Oversee Support operations across various teams, ensuring alignment, accountability, and consistent execution.

• Recognize operational deficiencies and suggest as well as implement enhancements.

• Spearhead the implementation of new processes, policies, tools, and product launches within Support.

• Manage the Support Operations backlog and propel cross-functional projects to successful completion.

• Oversee and continually enhance Zendesk, including workflows, routing, SLAs, triggers, automations, tags, and permissions.

• Establish Support KPIs, create dashboards and reports, and transform data into actionable insights.

• Develop effective communication and coordination procedures among Support teams.

• Identify opportunities for AI and automation, collaborating with the Automation Team on implementation and impact assessment.

⛳️ Requirements

• Demonstrated experience in Support Operations within a medium to large Support organization.

• Extensive hands-on experience with Zendesk and Zendesk Explore.

• Advanced proficiency in English (C1+) in both written and spoken forms.

• Proven experience in implementing processes, tools, and operational changes across multiple teams.

• Strong analytical and project management capabilities.

• Experience working cross-functionally and driving execution without direct authority.

• Practical knowledge of Jira and Confluence.

• Experience utilizing AI and automation tools to enhance Support operations.

• Strong sense of ownership, initiative, and the ability to work effectively in ambiguous situations.

• Familiarity with Amplitude, Tableau, or other BI tools is advantageous.

• Experience with product launches in a high-volume Support environment is a benefit.

• Understanding of APIs and no-code/low-code automation tools is a plus.

• Lean Six Sigma, Agile, or change management certification is desirable.

• Experience in building a Support Operations function from the ground up is a plus.

🏝️ Benefits

• Remote-first culture with a flexible work schedule.

• Opportunity to work from anywhere globally, either remotely or from a corporate hub.

• 50% reimbursement for coworking spaces worldwide.

• Public holidays aligned with Ukrainian or Polish holiday calendars; employees in other regions receive 12 public holidays per year.

• Full compensation for sick leave.

• Partial coverage for medical insurance, sports activities, and therapy expenses.

• Provision of equipment or coverage for maintenance costs for personal tools.

• 70% reimbursement for professional development courses.

• 100% coverage for corporate English courses.

• 18 days of paid vacation annually.

• 3 personal days each year.

• An additional vacation day for each year spent at Gismart.

• Corporate events and team-building activities across Gismart hubs.