Support Manager

Full Job Description

About us:

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. Our determined team comprises over 400 individuals who bring diversity, creativity, innovation, and relentless drive to the company. Gismart unites professionals from diverse backgrounds in entertainment, music, and tech, allowing us to play to each other’s strengths and succeed as a team.

Our mission:

Become a stepping stone on our customers’ journeys of self-improvement.

Our values:

• Deliver what matters

• Respect and support others

• Initiate and own

• Voiceopenly

• Execute with quality

If you are passionate about mobile app development and want to join a company that’s reshaping the industry, Gismart is the place for you. We provide exciting career opportunities, a supportive workplace culture, and the chance to contribute to a team that is making a tangible impact. For more information on Gismart, visit gismart.com.

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.

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

Would be a plus:

• 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.)

Employee Benefits:

• 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.

• Relocation Program: Gismart offers a relocation package to Poland as well as legalization and accounting support to all employees.

• Сoworking Compensation: We provide 50% compensation for coworking spaces worldwide to make sure that everyone has a comfortable and inspiring workspace.

• Flexible Public Holidays Policy: Gismart provides its employees with 6 fixed public holidays per year and gives you the freedom to choose 5 additional holidays to your liking.

• 100% Sick Leave Compensation

• Mental and Physical Health: To help you stay happy and healthy, Gismart will cover your medical insurance, 75% of your sports activities, and 70% of your 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 80% 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.

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