Customer Support Specialist

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 developing outsourcing support services for a wide range of products worldwide at a dynamic pace. The project launched in 2021, and last year we achieved a yearly growth rate of +82%. Since February 2022, we have preserved all workplaces and 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 teammates and their families from frontline areas, helped them relocate, and provided financial support;
We supplied the team with charging stations;
We continue to work together for the future of Ukraine.

We are currently seeking a Customer Support Specialist to join our internal support team working with AI-powered web platforms.
This role is opened due to planned workload growth related to active product development and the launch of a new AI product. Our goal is to strengthen the team in advance, ensuring stable support quality and healthy workloads as we scale.
You’ll work with a suite of AI products focused on text-related solutions, supporting a global user base and handling functional, subscription, and billing-related inquiries.

Working schedule:
— 24/7 support format, Monday–Sunday;
— 4 shifts per week, including:
— 3 day / morning shifts
— At least 1 night shift (mandatory)
— Shift rotations are planned in advance.

Your future responsibilities include:
— Handling customer requests via tickets and email;
— Providing clear, structured answers regarding product functionality, subscriptions, refunds, and cancellations;
— Navigating AI-driven tools and explaining features in a simple, user-friendly way;
– Following internal workflows and quality standards;
— Maintaining high response speed while keeping quality at a strong level;
— Taking responsibility for your performance and its impact on the team;
— Being open to feedback and actively improving based on it;
— Supporting team stability during growth and scaling phases.

KPI & performance expectations:
— Average target: 14–16 responses per hour (16 is the team benchmark);
— During probation, metrics are more flexible and adapted individually;
— Overall agent speed and consistency are taken into account, not just peak numbers;
— Quality score is a key long-term metric for growth and retention.

Key skills:
— Ability to express thoughts clearly, concisely, and structurally;
— Strong written communication skills;
— Ability to give short, to-the-point answers without unnecessary details;
— Capacity to admit mistakes and realistically assess personal strengths and weaknesses;
— Calm and adequate reaction to feedback and clarifying questions;
— Fast learning ability and genuine interest in the product.

Work with EverHelp is about:
— Fully remote work;
— 20 paid vacation days
— 10 paid sick leaves
— Health insurance
— Structured onboarding and mentoring during the first month;
— Performance-based bonuses available after the mentoring period;
— Regular salary reviews based on quality and speed metrics;
— Transparent performance expectations and feedback culture;
— Career growth opportunities within the support direction.

Career growth opportunities:

— Quality Control Specialist
— Support Team Lead

Submit your resume and join our team!