Genesis is an international IT company providing a full spectrum of services.
With over 1,500 experts across 5 countries, we build products used by 200+ million unique users every month. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem includes 15+ companies and an investment fund.

EverHelp is a fast-growing outsourcing Customer Support company within the Genesis ecosystem. We launched in 2021, and in the past year alone, we have grown by 82%. Our team is safe, fully operational, and continues to expand, maintaining a Retention Rate of 90%+.

Our Position

• We stand against war and unjust aggression.

• We evacuated our employees and their families from active war zones and provided housing and financial support.

• We supplied the entire team with power stations and backup batteries.

• We continue stable operations to support the future of Ukraine.

The vacancy is open due to active project growth (82% YoY). 

Role Mission

To deliver a high-quality customer experience by supporting users through chat, email, and ticketing systems.
You will help customers resolve inquiries, navigate product features, troubleshoot issues, and receive accurate, timely assistance.

Responsibilities

• Communicate with customers via chat, email, and ticketing systems.

• Handle general inquiries, troubleshoot issues, and provide clear, helpful solutions.

• Maintain accurate internal documentation and update customer records in CRM and back-office systems.

• Assist with basic billing-related questions (payments, refunds, transaction checks).

• Collaborate with cross-functional teams (Tech, Operations, Quality, Product) when cases require escalation.

• Follow internal procedures, service standards, tone of voice, and compliance requirements.

• Regularly participate in skill development, process updates, and knowledge-base testing.

• Ensure high-quality customer communication aligned with KPI expectations (Public Replies per Hour, Quality Score).

About You

• 6+ months of experience in Customer Support (chat/email/CRM-based workflows).

• Strong English communication skills (B2+–C1).

• Fast and accurate typing, strong literacy, and ability to search and structure information.

• Basic proficiency with Excel/Google Sheets (sorting, filtering, working with tables)

• Familiarity with CRM/helpdesk and collaboration tools (Slack, Notion, Zendesk, Intercom, Jira, Confluence, etc.).

• High attention to detail, discipline, and responsibility in task execution.

• Stress-resistant, adaptable, and able to work calmly during high-load periods.

• Empathetic, friendly, and able to communicate clearly and professionally with customers.

• Ability to analyze problems, find logical solutions, and follow internal guidelines.

• Comfortable working in a structured environment with clear KPIs and performance expectations.

Why EverHelp

• Opportunity to join a Ukrainian company and contribute to the country’s economic stability

• 20+ days of paid vacation and additional sick leaves

• Bonus for recovery and wellbeing

• Fully remote work

• A professional team ready to share expertise, internal communities, and team activities for continuous learning and growth

• Real career development:

  • 32% of our team members changed roles within their first year

  • 86% of our Team Leads are former support agents

• Corporate discounts on gym memberships and a wide range of wellness services