Support Team Lead

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

📋 Description

• Oversee and allocate incoming tickets, ensuring appropriate prioritization.

• Identify and report incidents promptly while taking responsibility for raised issues.

• Facilitate weekly team meetings and product training sessions.

• Manage schedules, capacity, additional shifts, and substitutes.

• Address escalations and complex customer concerns.

• Enhance queue management utilizing Zendesk triggers and automations.

• Lead and mentor a team of 5–10 support agents.

• Conduct regular one-on-one meetings and performance evaluations.

• Initiate and supervise performance enhancement plans.

• Monitor weekly performance and guarantee compliance with KPIs.

• Gather and relay product feedback to product teams.

• Collaborate with the Support Team Lead to analyze outcomes and suggest improvements.

⛳️ Requirements

• Proficient in English (C1—C2) in both written and spoken forms.

• Strong knowledge of Zendesk, including triggers, tags, macros, and SLA configurations.

• Familiarity with payment platforms such as PayPal and Stripe.

• Demonstrated experience managing teams of at least 5 support agents, including mentoring, shift and capacity planning, and delivering feedback.

• Proficient in Google Sheets, including creating 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 an advantage.

• Understanding of mobile app functionality, including versions, updates, and device compatibility is beneficial.

• Knowledge of subscription models, including renewals, refunds, and invoicing is advantageous.

🏝️ Benefits

• Remote-first culture with a flexible working schedule and the ability to work from anywhere globally or from a corporate hub.

• 50% reimbursement for coworking spaces worldwide.

• 12 public holidays annually for employees outside Ukraine or Poland; Ukrainian or Polish holiday calendars are followed otherwise.

• Full compensation for sick leave.

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

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

• 70% coverage for professional development courses.

• Complete coverage for corporate English courses.

• 18 working days of paid vacation and 3 personal days each year, with an additional day added for every year at Gismart.

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