Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a company in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

Our statement:

• We’re against war and unjustified aggression,

• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,

• We provided the team with charging stations,

• We continue to work together for the future of Ukraine.

EverHelp is growing and expanding its teams. That’s why we are currently looking for a Customer Support Team Lead who will ensure stable team performance, improve the quality of user support, and influence key metrics.

The working schedule is from 12:00 PM to 9:00 PM Kyiv time.

Your future responsibilities include:

• manage the support team (agents and QC), conduct 1:1s, performance reviews, and onboard new employees;

• be responsible for key metrics: response time, resolution, CSAT, CES, NPS, retention;

• organize shift schedules, plan workload, and ensure SLA compliance;

• collaborate with Payments, Risk, Compliance, Tech, and handle complex escalations;

• resolve non-standard situations;

• analyze inquiries, identify product issues, and initiate improvements;

• manage reviews/complaints on external platforms and influence product reputation.

Needed experience & skills: