Support Operations Manager
New
G
GismartMobile app development
Remote (Ukraine)Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- Advanced English proficiency (C1+) in writing and speaking
- Required Skills
- Project ManagementQA AutomationJiraConfluenceZendeskData analytics
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
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
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