Lead Support Manager

About us:

Gismart is a leading developer and publisher of mobile games and entertainment-focused apps with over 800 million downloads. The company operates within three primary focus areas - hyper-casual games, third-party game publishing, and entertainment apps. Gismart’s top titles include Cool Goal!, Domino Smash, Cleon, Oil Tycoon, Happy Hockey!, Physics Puzzle Idle, Beat Maker Go, Piano Crush, DJ it!, WeDrum, and others. Today Gismart unites over 300 professionals. The company is based in London, Minsk, Beijing, and Kyiv. In 2020, the Financial Times named Gismart the fastest-growing company in the games industry, placing the company sixth overall out of 1,000 European companies.

About you:

• An excellent level of written English and advanced literacy skills

• Capable of maintaining a level head in a fast-moving environment

• Ability to work under pressure

• Prior experience in web support

• Capable of working diligently and independently

• Ability to work with a customer-orientated approach

• Strong organizational skills

Responsibilities:

• Gather and analyze user requests

• Maintain support procedures, guidelines, policies, KPIs within the existing team

• Cooperate across teams, escalate trends and crucial feedback

• Organize and manage 24/7 support team, including building processes, onboarding, training and maintenance

• Second-level support

• Workflow optimization and automation

Employee Benefits:

• Medical Insurance (100% sick leave coverage)
• Paid vacation (18 working days per year, all national holidays, and 3 personal days)
• Educational possibilities and free corporate English classes
• Breakfast in the office
• Gifting for major life events
• PE accounting and support
• Trip abroad with all the Gismart employees once a year
• Compensation for sports activities