Trilingual Customer Support Team Lead (French, German and 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 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’re currently expanding our team for one of our partners, and we’re looking for a Trilingual Customer Support Representative (English, French & German) to join our international customer care team.

If you can put yourself in the customers’ shoes, remain patient, empathetic, and cheerful — this role is for you!

Required experience and skills:

• 2–3 years of experience in Customer Support or support operations;
• Proven experience in team coordination, delegation, or people management;
• Strong understanding of customer support operational metrics (CSAT, FRT, ART, Backlog, SLA/OLA);
• Experience with reporting, data analysis, and root-cause analysis;
• German — C1 and French — C1 (both written and spoken);
• English — Upper-Intermediate (B2+) for client and internal communication;
• High level of empathy, emotional intelligence, and customer-oriented mindset;
• Strong communication maturity with the ability to set boundaries;
• Ability to stay calm under pressure and manage escalations effectively;
• Leadership skills: motivating the team, providing feedback, and developing people;
• Proactive, solution-oriented approach and ownership mindset;
• Experience with Zendesk or similar ticketing systems is a strong plus.

Your future responsibilities include:

• Ensuring stable day-to-day operations of the Tier 1 support team and close collaboration with Tier 2;
• Direct communication with customers: handling complex cases, escalations, and feedback;
• Planning vacations and absences, ensuring balanced workload distribution within the team;
• Conducting agent evaluations and performance reviews;
• Delegating tasks and controlling SLA/OLA compliance;
• Monitoring operational metrics (CSAT, FRT, ART, Backlog) and taking corrective actions;
• Mentoring and onboarding agents, running regular 1:1 meetings;
• Performing Quality Control evaluations and feedback sessions;
• Improving support processes and creating/updating documentation;
• Participating in incident management and coordinating internal and external communications.

Working hours: 
8 AM to 17 PM CET (1-hour break).
 

Recruitment process:
1. Intro call with our Recruiter
2. Test assignment
3. Interview with our Head of Support
4. Final call with our VP of Support

Work with EverHelp is about:

• 20+ vacation days and unlimited sick leaves,
• Ability to work fully remotely,
• 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!