Support Team Lead
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 16d ago
The date the source published, not the day we noticed it (2026-09-24). Last seen at its source just now.
We have tracked this listing since 5 Oct 2026 (5 days). The employer's own board has carried it every time we have read it, most recently just now.
Is it remote?
Remote (Ukraine)
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
Ukraine
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $20–24/hr
Middle 50% of 9 listings that do state pay — Customer · all levels · Eastern Europe · USD/hour. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
Ashby employer's own board first seen 5d ago · last seen just now
The listing
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, visit gismart.com.
Responsibilities:Daily operations
Monitor and assign incoming tickets, ensuring proper prioritization
Promptly detect and report incidents; take ownership of raised issues
Lead weekly team syncs and product training sessions
Manage schedules, capacity, extra shifts, and substitutes
Handle escalations and complex customer issues
Optimize queue management using Zendesk triggers and automations
People management
Lead and mentor a team of 5–10 support agents by providing clear direction and continuous feedback
Conduct regular 1:1s and performance reviews
Initiate and oversee performance improvement plans
Reporting
Track weekly performance and ensure KPI compliance
Collect and share product feedback with product teams
Collaborate with the Support Team Lead to analyze results and propose improvements
Advanced English proficiency (C1—C2) in both writing and speaking
Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings
Experience with payment platforms (e.g., PayPal, Stripe)
Proven track record of managing teams of 5+ support agents, including mentoring, shift and capacity planning, and feedback delivery
Experience with Google Sheets: building 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
Understanding of mobile app functionality, including versions, updates, and device compatibility
Knowledge of subscription models, including renewals, refunds, and invoicing
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.