Customer Support Team Lead

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%.
We are looking for a proactive Support Team Lead with strong operational, analytical, and leadership skills to ensure stable team performance, elevate customer experience, and drive continuous process improvement.
Your future responsibilities include:

• Ensure stable day-to-day operational performance of the Tier 1 support team and maintain effective collaboration with Tier 2.
• Communicate directly with customers, resolving complex cases, handling escalations, and gathering feedback.
• Plan team schedules, vacations, and absences while ensuring balanced workload distribution.
• Delegate tasks efficiently and monitor adherence to SLA/OLA targets.
• Track and analyze operational metrics, including CSAT, FRT, ART, and backlog levels.
• Mentor and train support agents; conduct regular 1:1 meetings to support their development.
• Work with technical integrations, APIs, and automation tools.
• Improve support processes and maintain up-to-date internal documentation.
• Participate in incident management and coordinate communication across teams during critical events.

Needed experience & skills:

• 2–3 years of experience in customer support or operations.
• Understanding of API fundamentals (GET/POST, status codes, basic integrations) or ability to learn quickly.
• Knowledge of key support operational metrics.
• Experience in reporting, data analysis, and conducting root-cause analysis.
• English level Upper-Intermediate+ (direct communication with customers).
• High empathy and politeness in customer interactions.
• Strong delegation skills.
• Advanced communication maturity and ability to maintain professional boundaries.
• Leadership competencies: team motivation, feedback delivery, people development.
• Composure in crisis situations and willingness to take responsibility.
• Proactive mindset and strong problem-solving orientation.

Nice to have skills:

• Experience with Dixa is a strong advantage.

Work with EverHelp is about:

• 20+ vacation days and unlimited sick leaves,
• You’ll have the flexibility to work remotely, with occasional visits to our Warsaw office,
• A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level,
• Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.

Submit your resume and join our team!