Support Operations 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:

• Coordinate Support operations across multiple teams, ensuring alignment, ownership, and consistent execution

• Identify operational gaps and proactively propose and implement improvements

• Lead the rollout of new processes, policies, tools, and product launches across Support

• Manage the Support Operations backlog and drive cross-functional projects to completion

• Administer and continuously improve Zendesk, including workflows, routing, SLAs, triggers, automations, tags, and permissions

• Define Support KPIs, build dashboards and reports, and turn data into actionable recommendations

• Establish effective communication and coordination processes across Support teams

• Identify AI and automation opportunities and work with the Automation Team on their implementation and impact measurement

Requirements:

• Proven experience in Support Operations within a medium-to-large Support organization

• Strong hands-on experience with Zendesk and Zendesk Explore

• Advanced English proficiency (C1+) in writing and speaking

• Experience rolling out processes, tools, and operational changes across multiple teams

• Strong analytical and project management skills

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

• Practical experience with Jira and Confluence

• Experience using AI and automation tools to improve Support operations

• Strong ownership, initiative, and ability to work effectively in ambiguous environments

Would be a plus:

• Experience with Amplitude, Tableau, or other BI tools

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

• Familiarity with APIs and no-code/low-code automation tools

• Lean Six Sigma, Agile, or change management certification

• Experience building a Support Operations function from scratch

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.