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 we've 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%.

The vacancy is open due to the start of cooperation with a new client in the FoodTech domain.

To support the client’s customers across multiple channels and ensure consistently high service quality, we are expanding the support team and looking for a Customer Support Representative with strong English and German communication skills.

Role Mission

To provide fast, accurate, and customer-oriented support for the client’s users by handling requests via tickets and chat, ensuring high CSAT, meeting SLA targets, and maintaining consistent service quality in daily operations.

Responsibilities:

• 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.

Working schedule:

• Monday–Friday

• 12:00 AM – 8:00 AM CET

• Break included

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.

Work with EverHelp is about:

• 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.

• Professional growth in customer communication, conflict resolution, and working with CRM/support tools.

• Clear performance expectations and measurable KPIs (CSAT, FRT, Time to Close).

• Fully remote work.

• 20 days of paid vacation.

• 10 paid sick leave days (with confirmation).

• Paid training.

• Stable collaboration format and transparent processes.

Submit your resume and join our team!