Support Automation Manager

Gismart is a mobile app developer with award-winning products in Health, Wellness, Utilities & Music and over 1 billion downloads across the globe. Our apps inspire and empower people to build a healthy lifestyle that’s sustainable and enjoyable.

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.

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.

Our Benefits

• Corporate Events Despite being remote-first, we love meeting up in person, so we often organize events in our Gismart hubs.

• Learning & Development Growth is our top priority, so we’ll cover 70% of your professional development courses and 100% of your English language courses.

• Mental & Physical Health We provide health insurance, sports and psychotherapy reimbursement.

• Time Off Policy 18 days of paid vacation, 3 paid personal days, plus 1 day for each year at Gismart.

• Public Holidays 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.

• Sick Leave 100% Sick Leave Compensation.

• Personal Equipment Policy You can use our corporate devices or work on your own laptop and get a monthly depreciation compensation.

• Remote-First Work Work from home anywhere in the world, in one of our Gismart hubs, or in a coworking space, which we’ll pay for.