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.

As we continue to grow, we are looking for a responsible Customer Support Specialist who will implement, develop, and maintain high-quality service standards for our customers. The vacancy is open due to the start of cooperation with a new client in the FoodTech domain.

Work schedule:

• Monday-Friday.

• 12:00 AM - 8:00 AM CET.

You will:

• Handle customer inquiries via tickets and chat in German and English.

• Provide clear, structured, and empathetic responses while following internal processes and guidelines.

• Maintain a high service quality level and consistently meet SLA requirements (FRT and Time to Close).

• Resolve typical customer issues independently and escalate more complex cases when needed.

• Work with multiple support tools and internal documentation to ensure correct case handling.

• Contribute to maintaining and improving internal documentation and support workflows.

• Ensure accurate communication and attention to detail in customer-facing messages.

About you:

• 2+ years of experience in Customer Support (chat/tickets).

• German and English at C1/C2 level (written and spoken).

• Strong written communication skills: clear structure, literacy, and attention to detail.

• Fast typing and confidence working in a high-load environment.

• Basic Excel / Google Sheets skills.

• Strong information search skills and ability to work with documentation.

• Ability to stay calm under pressure and handle urgent requests professionally.

• High responsibility and reliability (SLA-driven role).

• Empathy and strong customer focus, especially in complaint handling.

Working at EverHelp means:

• Opportunity to join a new client project from the early stage and contribute to building stable support operations.

• Work in a dynamic environment with international customers and daily real-life problem solving.

• 20 vacation days and 10 sick leaves;

• The possibility to work fully remotely;

• A professional team of specialists ready to share their expertise, internal communities, and team activities that support continuous learning and development both individually and as a team;

• Clear opportunities for career growth into leadership roles: 32% of our employees moved into new positions during their first year at the company, and 86% of our Team Leads started as agents;

Send us your CV and join EverHelp.