Support Manager

• Work with incoming tickets in Zendesk, focusing on billing issues
• Provide quality support while adhering to team SLAs and KPIs
• Handle customer complaints and develop creative solutions aligned with Gismart’s support policy
• Test future support channels, such as chat and phone support
• Create and maintain the library of saved replies
• Collaborate across teams for reporting and bug resolution

• Advanced written English (C1-C2)
• Ability to create complex step-by-step instructions and handle billing issues with clear, structured, and polite replies
• Speed typing
• Understanding of mobile apps, including app versions, updates, and device compatibility
• Understanding of subscriptions, renewals, refunds, and billing
• Stress-resistant
• Ability to work independently
• Good time management skills
• Team player
• Experience with PayPal, Stripe, or other payment platforms is a plus
• Experience with ticket or chat systems such as Zendesk, Intercom, or Freshdesk is a plus
• Genuine interest in wellness is a plus

• Remote-first culture with a flexible working schedule and the ability to work anywhere in the world, remotely or from a corporate hub
• 100% coworking compensation in Ukraine, except Kyiv; 50% coworking compensation worldwide
• Free office lunches at corporate hubs
• 100% sick leave compensation
• Partial coverage of medical insurance, sports activities, and therapy costs
• Equipment provided or maintenance costs covered for personal tools
• 70% coverage of professional development courses
• 100% coverage of corporate English courses
• 18 working days of paid vacation per year
• 3 personal days per year
• An extra day off added for each year at Gismart
• Corporate events and team-building activities across Gismart hubs