Customer Support Specialist (Incident Management)

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.

The vacancy is open due to the rapid growth of a high-load international B2B platform. To support increasing operational demands, we are expanding the support team and looking for a specialist to work within established incident-management processes and ensure stable platform operations.

Role Mission

To support the daily operations of a mission-critical trading platform by ensuring stable incident handling, timely response to alerts, and consistent service quality.

You will work within an established incident-management framework, handling operational alerts, following documented procedures, supporting platform stability, and contributing to the continuous improvement of support processes as the team scales.

Working schedule:
 

• 5 shifts per week (Mon-Sun) with rotating shifts: morning (6:00 AM–3:00 PM CET) and evening (1:00 PM–10:00 PM CET).
• 60-minute break included.

Responsibilities:

• Monitor system alerts via Slack and Datadog on a regular basis and respond to incidents according to established procedures.
• Handle inbound calls and requests from platform participants regarding login issues, access problems, and trading interruptions.
• Follow and execute the incident-management process for high-severity cases, ensuring timely and accurate handling.
• Escalate incidents and issues to relevant internal teams (technical, operations, commercial) in line with defined escalation paths.
• Maintain accurate incident records, internal logs, and update documentation in the knowledge base.
• Follow existing SOPs and contribute to their continuous improvement based on operational experience.
• Collaborate with senior team members on improving monitoring, workflows, and support processes.
• Support onboarding of new team members by sharing knowledge and best practices.
• Ensure timely reaction to critical alerts and inbound requests, maintaining high operational reliability.

 
About You:

• 1+ year of experience in Customer Support, Technical Support, Operations, or similar roles.
• Experience working with monitoring tools (Datadog or similar platforms).
• Hands-on experience with Jira Service Management, Confluence, and CRM/ticketing systems (HubSpot or similar).
• Understanding of SaaS products and complex technical systems.
• English proficiency at C1 level or higher (spoken and written).
• Ability to remain calm and structured when working with urgent or stressed clients.
• Strong attention to detail, organization, and reliability — missing critical alerts or calls is unacceptable.
• Ability to work independently and adapt in dynamic environments.
• Proactive mindset with readiness to suggest improvements, not just execute tasks.
• Experience in fintech, trading, energy, or other complex technical industries is a plus.
• Experience creating documentation, SOPs, or internal guidelines is a plus.
• Comfort working in evolving processes and motivation to grow in a technical support role.

Why EverHelp:

• Opportunity to build the entire incident-management function from scratch.
• High autonomy, ownership, and direct influence on operational stability.
• Work in a fast-growing international environment with complex, real-time systems.
• 20+ days of paid vacation.
• 10 additional Healthcare Days for recovery and wellbeing.
•  Fully remote work.
• A strong, experienced team, internal professional communities, and continuous learning support.
• Real career development opportunities as the team scales.
• Corporate discounts on gym memberships and wellness services.