Job Description
The Support Manager will handle incoming tickets, primarily addressing billing issues, and providing high-quality support while adhering to team SLAs and KPIs. They will manage customer complaints with creative solutions, test new support channels, maintain saved replies, and collaborate across teams for reporting and bug resolution. The role requires advanced written English skills to create instructions and handle billing issues. It involves understanding subscriptions, mobile apps, and demonstrating stress resistance, time management skills, and teamwork. The ideal candidate will be familiar with ticket systems and payment platforms and have an interest in the wellness field.
Good To Have:
- Experience with PayPal/Stripe or similar payment platforms.
- Experience with ticket or chat systems like Zendesk, Intercom, or Freshdesk.
- Interest in the wellness sphere, such as dance, self-care, or nutrition.
Must Have:
- Advanced written English (C1-C2) for clear communication.
- Speed typing for efficient task completion.
- Understanding of how mobile apps function.
- Knowledge of subscriptions, renewals, refunds, and billing.
- Ability to work independently and manage time effectively.
- Demonstrate stress resistance and be a team player.
Requirements
- Written English — Advanced (C1-C2). Ability to create complex step-by-step instructions and handle billing issues while keeping replies clear, structured, and polite.
- Speed typing.
- Understand how mobile apps work (app versions, updates, compatibility with various devices).
- Understand the nature of subscriptions: renewals, refunds, billing.
- Stress-resistant
- Ability to work independently
- Good time management skills
- Be a team player
Would be a plus
- Experience with PayPal/ Stripe or other payment platforms
- Experience with a ticket or chat systems (Zendesk/ Intercom/ Freshdesk, etc.)
- Genuine interest in the wellness sphere (dance, self-care, face yoga, nutrition).
Responsibilities
- Work with incoming tickets in Zendesk with a focus on billing issues.
- Provide quality support while adhering to the team’s SLAs and KPIs.
- Handle customer complaints and come up with creative solutions in line with Gismart’s support policy.
- Test new support channels in the future, e.g. chat support, phone support.
- Create and maintain the library of saved replies.
- Collaborate across teams for reporting and bug resolution.
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