Support Manager

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.

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 and phone support; Create and maintain the library of saved replies; Collaborate across teams for reporting and bug resolution

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

Nice to have

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)

Benefits

Remote-First Culture with a flexible working schedule; 100% compensation for coworking spaces in Ukraine (except Kyiv) and 50% compensation for coworking spaces worldwide; Free office lunches for those working from hubs; 100% sick leave compensation; Partial coverage of medical insurance, sports activities, and therapy costs; Personal equipment policy (equipment provided or maintenance cost covered); 70% coverage of professional development courses and 100% coverage of corporate English courses; 18 working days of paid vacation and 3 personal days per year, plus an extra day for each year at Gismart; Corporate events and team-building activities