Support Manager

About Us 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. Gismart unites professionals from diverse backgrounds in entertainment, music, and tech, allowing us to play to each other’s strengths and succeed as a team. If you are passionate about mobile app development and want to join a company that’s reshaping the industry, then Gismart is the place for you. Our team members have a unique opportunity to work on challenging and meaningful projects. Our strong values encourage us to follow the voice of the customer, deliver an outstanding result, and be inspired by each other’s ideas and experiences. Join us and grow together with the gismart.com team. Our Mission Become a stepping stone on our customers’ journeys of self-improvement. Our Values Deliver what matters Respect and support others Initiate and own Voice openly Execute with quality We are currently looking for a Support Manager to join our team and help us oversee the support operations on our products to become better and more efficient in user satisfaction. You will play a crucial role in building our support operations to become the best in the industry, while also testing new support channels for efficient troubleshooting, cooperating with the product teams to ensure top-notch support quality. What You Will Do 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. Key Qualifications 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 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). Employee 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. Coworking 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 100% Sick Leave Compensation 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.