[Hiring] Support Manager @Gismart

Role Description

• 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 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.

Qualifications

• 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.

Requirements

• Genuine interest in the wellness sphere (dance, self-care, face yoga, nutrition).
• Experience with PayPal/ Stripe or other payment platforms.
• Experience with a ticket or chat systems (Zendesk/ Intercom/ Freshdesk, etc.).

Benefits

• Remote-First Culture: Flexible working schedule and the ability to work anywhere in the world, either remotely or in one of our corporate hubs.
• Relocation Program: Gismart offers a relocation package to Poland as well as legalization and accounting support to all employees.
• Сoworking Compensation: 50% compensation for coworking spaces worldwide.
• Flexible Public Holidays Policy: 6 fixed public holidays per year and the freedom to choose 5 additional holidays.
• 100% Sick Leave Compensation.
• Mental and Physical Health: Coverage for medical insurance, 75% of sports activities, and 70% of therapy costs.
• Personal Equipment Policy: Provision of necessary equipment or coverage for maintenance costs.
• Personal Learning and Development: 70% coverage of professional development courses and 80% of corporate English courses.
• Time-Off Policy: 18 working days of paid vacation and 3 personal days per year, with an extra day added for each year at Gismart.
• Corporate Events: Organization of corporate events and team-building activities across all Gismart hubs.