Support manager in mobile apps

Gismart; United States; A distancia; USD 42.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-First

Coworking compensation

Free Office Lunches

100% Sick Leave Compensation

Mental and Physical Health support

Personal Equipment Policy

Personal Learning and Development: 70%

Descripción de la vacante

Gismart ищет специалиста поддержки клиентов для удалённой работы. Вы будете работать с входящими тикетами в Zendesk, в основном по вопросам оплаты и подписок, обеспечивая чёткие и вежливые ответы.

Вы будете держать SLA/KPI, строить понятные инструкции, развивать базу готовых ответов и сотрудничать с командами для отчетности и исправления багов. Знание английского на уровне C1–C2 обязательно.

Formación

• Advanced written English; ability to create clear, structured, polite replies.
• Experience handling billing issues and subscriptions.
• Familiarity with Zendesk/Intercom/Freshdesk or similar ticket systems.
• Ability to work remotely with good time management.

Responsabilidades

• Handle incoming Zendesk tickets focusing on billing issues.
• Maintain quality support while meeting SLA/KPIs.
• Resolve customer complaints with policy-based solutions.
• Test future support channels (chat/phone).
• Create and maintain library of saved replies.
• Collaborate with teams for reporting and bug resolution.

Conocimientos

Written English (C1–C2)

Billing issues handling

Typing speed

Understanding mobile apps

Subscription/Billing knowledge

Stress resistance

Independence

Time management

Team player

PayPal/Stripe experience

Zendesk/Intercom/Freshdesk

Wellness interest

Herramientas

Zendesk

Intercom

Freshdesk

Descripción del empleo

Описание:

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.

Задачи:

• 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.

Требования:

• 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.
• Будет плюсом: 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)

Условия:

• 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
• 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.