Customer Support Team Lead (Spanish, Italian, English)

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 (Spanish, Italian, English) who will ensure stable team performance, improve the quality of user support, and influence key metrics.

The working schedule is from 08:00 AM to 05:00 PM CET.

Your future responsibilities include:

• manage the support team, conduct 1:1s, performance reviews, and onboard new employees;
• be responsible for key metrics: response time, resolution, CSAT etc.;
• organize shift schedules, plan workload, and ensure SLA compliance;
• 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:

• 2-3 years of experience in Customer Support and at least 6 month in a Team Lead/Supervisor role;
• English proficiency at B2+ level, Spanish at C1 level, and Italian at C1 level;
• experience with Zendesk;
• strong people and performance management skills, critical thinking, and stress resilience.

Work with EverHelp is about:

• opportunity to join the Ukrainian company and help the Ukrainian economy;
• 20+ vacation days and 10 sick leaves;
• continuous learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc.;
• ability to work fully remotely;
• team of professionals who’s ready for knowledge sharing, internal professional communities;
• 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.
   

Submit your resume and join our team!