About the Position

We are looking for a Support Manager with advanced English skills to handle billing issues and customer complaints in a remote role.

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.

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).

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.

About the Company

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.

Our Way of Working

Deliver what matters

"There’s real pride when something we built goes live."

Respect and support others

"Whenever I’m stuck, there’s always someone who jumps in to help - no judgment."

Initiate and own

"If you give them a task, they’ll not just do it - they’ll think of a better way to solve it."

Voice openly

"I always know where we’re heading and why - no surprises."

Execute with quality

"Always aims to improve the product, even when it’s already good."

If you are passionate about mobile app development and want to join a company that’s reshaping the industry, Gismart is the place for you.

Support Manager

Job description