Support Manager at Gismart

ABOUT THE PROJECT

Gismart is a mobile app developer with award-winning products in Health, Wellness, Utilities & Music and over 1 billion downloads across the globe.

REQUIREMENTS

– Written English – Advanced (C1-C2).
– Ability to create complex step-by-step instructions and handle billing issues while keeping replies clear, structured, and polite.
– Speed typing.
– Understand how mobile apps work (app versions, updates, compatibility with various devices).
– Understand the nature of subscriptions: renewals, refunds, billing.
– Stress-resistant
– Ability to work independently
– Good time management skills
– Be a team player
– Would be a plus Experience with PayPal/ Stripe or other payment platforms
– Experience with a ticket or chat systems (Zendesk/ Intercom/ Freshdesk, etc.)
– Genuine interest in the wellness sphere (dance, self-care, face yoga, nutrition).

RESPONSIBILITIES

– Work with incoming tickets in Zendesk with a focus on billing issues.
– Provide quality support while adhering to the team’s SLAs and KPIs.
– Handle customer complaints and come up with creative solutions in line with Gismart’s support policy.
– Test new support channels in the future, e.g. chat support, phone support.
– Create and maintain the library of saved replies.
– Collaborate across teams for reporting and bug resolution.

WHAT WE OFFER

– 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

COMPENSATION & BENEFITS

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