{"id":1191890,"url":"https://alion.io/job/gismart-support-team-lead","title":"Support Team Lead","company":{"id":62407,"name":"Gismart","domain":"gismart.com","url":"https://alion.io/company/gismart","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kyiv, Ukraine"],"countries":["UA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Stripe","optional":false},{"name":"Asana","optional":true},{"name":"Confluence","optional":true},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-09-24T15:22:53Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T21:35:06Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About us:\nGismart 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.\nOur mission:\nBecome a stepping stone on our customers’ journeys of self-improvement.\nOur values:\nDeliver what matters\n\nRespect and support others\n\nInitiate and own\n\nVoiceopenly\n\nExecute with quality\n\nIf 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.\nResponsibilities:\nDaily operations\nMonitor and assign incoming tickets, ensuring proper prioritization\n\nPromptly detect and report incidents; take ownership of raised issues\n\nLead weekly team syncs and product training sessions\n\nManage schedules, capacity, extra shifts, and substitutes\n\nHandle escalations and complex customer issues\n\nOptimize queue management using Zendesk triggers and automations\n\nPeople management\nLead and mentor a team of 5-10 support agents by providing clear direction and continuous feedback\n\nConduct regular 1:1s and performance reviews\n\nInitiate and oversee performance improvement plans\n\nReporting\nTrack weekly performance and ensure KPI compliance\n\nCollect and share product feedback with product teams\n\nCollaborate with the Support Team Lead to analyze results and propose improvements\n\nRequirements:\nAdvanced English proficiency (C1-C2) in both writing and speaking\n\nStrong expertise in Zendesk, including triggers, tags, macros, and SLA settings\n\nExperience with payment platforms (e.g., PayPal, Stripe)\n\nProven track record of managing teams of 5+ support agents, including mentoring, shift and capacity planning, and feedback delivery\n\nExperience with Google Sheets: building formulas, graphs, and structured data sets\n\nStrong analytical skills using Zendesk Explore, with occasional use of Amplitude and Tableau\n\nWould be a plus:\nExperience with Jira, Confluence, or Asana\n\nUnderstanding of mobile app functionality, including versions, updates, and device compatibility\n\nKnowledge of subscription models, including renewals, refunds, and invoicing\n\nEmployee Benefits:\nRemote-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.\n\nСoworking Compensation: We provide 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace.\n\nPublic 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\n\n100% Sick Leave Compensation\n\nMental and Physical Health: To help you stay happy and healthy, Gismart will partially cover your medical insurance, sports activities, therapy costs.\n\nPersonal Equipment Policy: Of course, we’ll provide you with all the equipment you need or cover the maintenance cost for your own tools.\n\nPersonal 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.\n\nTime-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.\n\nCorporate 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.","description_format":"text","description_chars":4263,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Health insurance","Professional development","Sports activities"],"hiring_locations":[{"name":"Ukraine","iso":"UA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-24T17:03:40Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":26,"reasons":["conf:1","win:early"],"computed_at":"2026-09-24T22:37:18Z"},"pay":null,"html_url":"https://alion.io/job/gismart-support-team-lead","json_url":"https://alion.io/job/gismart-support-team-lead.json","meta":{"generated_at":"2026-09-24T22:37:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":807,"day_limit":5000,"remaining_today":4193,"minute_limit":60,"resets_at":"2026-09-25T00:00:00Z"}}}