Support Automation Manager
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 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 400 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:
Deliver what matters
Respect and support others
Initiate and own
Voiceopenly
Execute 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, visitgismart.com.
Responsibilities:
Daily operations
Monitor active workflows to ensure consistent performance and stability.
Detect and address incidents promptly; take ownership of raised issues.
Perform quality control on AI-generated responses sent through support platforms.
Monitor automation health, logs, and alerts to proactively identify issues before they impact customers.
Ensure production automations remain reliable, scalable, and well-documented.
Implementation
Design, build, and maintain automation workflows using tools like n8n, prioritizing modularity and reusability.
Write and maintain scripts (JavaScript) and use low-code tools to support new automation cases.
Be up-to-date with Zendesk triggers and rules. Make sure our automations align with Zendesk flows.
Integrate Zendesk with third-party automation platforms and monitor their stability.
Manage authentication and secure integration of third-party APIs used in automations.
Troubleshoot automation workflows regularly, proactively resolving errors and refining functionality.
Build and update automation workflows based on defined priorities, including tickets, emails, Slack bots, analytics, and more.
Run A/B and multi-scenario tests to evaluate automation effectiveness and improve performance.
Conduct tests involving multiple applications, request types, and support platforms.
Track error logs and troubleshoot failed workflow executions.
Work with AI models (LLMs) to build, improve, and optimize customer support automations.
Design workflows with reliability, error handling, idempotency, and maintainability in mind.
Document workflows and automation logic to ensure knowledge sharing across the team.
Communication
Collaborate closely with the backend team to ensure smooth integration of AI solutions. Create tasks for the backend team when new endpoints are required or existing functionality needs enhancement.
Collaborate with DevOps to monitor server performance and address any issues impacting automation.
Log key automation activities and updates in Confluence to keep the team informed.
Coordinate with support leads and agents to collect hands-on feedback for improving automations and review reported tickets.
Update the support team on any new or revised automations that may affect their work.
Maintain close communication with the Head of Support for task management and roadmap updates.
Communicate technical issues clearly to both technical and non-technical stakeholders.
Requirements:
Advanced English proficiency (C1-C2), both written and spoken.
Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings.
Experience with payment platforms (e.g. PayPal, Stripe).
Experience developing automations on low-code platforms (n8n).
Proficiency in n8n: Strong understanding of n8n workflow automation platform, including creating complex workflows, integrating APIs, and troubleshooting issues.
API Integration: Experience integrating third-party tools and services using APIs to streamline support processes such as ticket management, CRM systems, payment platforms, and communication tools.
Problem Solving and Debugging: Ability to identify inefficiencies in existing processes, troubleshoot automation issues, and optimize workflows for better performance and reliability.
Collaboration and Communication: Ability to work closely with the support team to understand pain points, translate them into automated solutions, and document processes clearly.
Basic understanding of Large Language Models (LLMs), prompt engineering, or AI-powered automation workflows.
Experience working with REST APIs, authentication methods (OAuth, API keys), and JSON payloads.
Strong analytical mindset with the ability to investigate complex production issues.
Will 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.
Experience working with OpenAI APIs or other LLM providers.
Experience with monitoring, logging, or observability tools.
Basic knowledge of Git and version control workflows.
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.