Support Manager
New
G
GismartMobile Apps
Remote (Ukraine)Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- English (Advanced C1-C2)
- Required Skills
- ZendeskCustomer support
Requirements
- Written English — Advanced (C1-C2). Ability to create complex step-by-step instructions and handle billing issues while keeping the replies clear, structured, and polite.
- Speed typing.
- Understand how mobile apps work (app versions, updates, compatibility with different devices).
- Understand the nature of subscriptions: renewals, refunds, invoicing.
- Stress-resistant.
- Ability to work independently.
- Good at time management skills.
- Be a team player.
- Genuine interest in the wellness sphere (dance, self-care, face yoga, nutrition) is a plus.
- Experience with PayPal/ Stripe or other payment platforms is a plus.
- Experience with a ticket or chat systems (Zendesk/ Intercom/ Freshdesk, etc.) is a plus.
Responsibilities
- Support mobile apps on App Store/Google Play: respond to reviews, monitor trends and issues, and gather feature requests.
- Resolve billing issues (refund requests, declined payments, etc.) and handle disputes in Stripe and PayPal.
- Handle customer complaints and come up with creative solutions in line with the Gismart’s support policy.
- Create and maintain a library of saved responses.
- Collaborate across teams to report and resolve issues.
- Provide occasional phone support with American clients and resolve issues on the spot.
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