Support Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage incoming tickets in Zendesk, prioritizing billing concerns

• Deliver high-quality support in line with team SLAs and KPIs

• Address customer grievances and devise innovative solutions that comply with Gismart’s support policies

• Evaluate upcoming support channels, including chat and phone assistance

• Establish and update the repository of saved responses

• Collaborate with various teams for reporting purposes and bug resolution

⛳️ Requirements

• Proficient written English (C1-C2 level)

• Capable of crafting intricate step-by-step instructions and addressing billing issues with clear, structured, and courteous responses

• Fast typing skills

• Knowledge of mobile applications, including their versions, updates, and device compatibility

• Familiarity with subscriptions, renewals, refunds, and billing processes

• Resilience under stress

• Ability to work autonomously

• Effective time management abilities

• Team-oriented

• Prior experience with payment platforms such as PayPal, Stripe, or similar is advantageous

• Familiarity with ticketing or chat systems like Zendesk, Intercom, or Freshdesk is beneficial

• A genuine interest in wellness is considered a plus

🏝️ Benefits

• Remote-first culture with a flexible working schedule, allowing you to work from anywhere in the world, whether remotely or from a corporate hub

• 100% coworking compensation in Ukraine, excluding Kyiv; 50% coworking compensation worldwide

• Complimentary office lunches at corporate hubs

• Full sick leave compensation

• Partial coverage for medical insurance, sports activities, and therapy expenses

• Provision of equipment or coverage for maintenance costs of personal tools

• 70% coverage for professional development courses

• 100% coverage for corporate English language courses

• 18 working days of paid vacation annually

• 3 personal days each year

• An additional day off accrued for every year spent at Gismart

• Corporate events and team-building activities at Gismart hubs