gismart - Support Manager
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 • Be a team player • WILL 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 and phone support. • Create and maintain the library of saved replies. • Collaborate across teams for reporting and bug resolution.
Benefits
• 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 100% compensation for coworking spaces in Ukraine (except Kyiv, where we have a cozy and autonomous hub) and 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace • Free Office Lunches: We want you to stay fueled and focused, so we provide delicious free lunches for everyone working from our hubs. It’s one less thing for you to worry about during a productive workday • 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.
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