Customer Support Representative (Calls)

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 and support services for digital products worldwide at a dynamic pace. Since launching in 2021, the project has been rapidly scaling while maintaining a strong focus on team stability, professional growth, and high-quality customer experience.

We are currently seeking a Customer Support Representative (Junior) to join our team.

In this role, you will provide English-speaking support to users worldwide, helping them resolve issues related to subscriptions, billing, and product usage. You will work in a fast-paced environment where efficiency, empathy, and clear communication are essential.

Working schedule:

• 24/7 support format (Monday–Sunday);
• 16 shifts per month with a flexible rotating schedule;
• Up to 4 night shifts per month required to ensure full support coverage.

Your future responsibilities include:

• Handling incoming customer requests and calls, ensuring a high level of empathy and service quality;
• Supporting customers with subscription management, cancellations, and refunds;
• Evaluating customer situations and proactively offering solutions when needed;
• Processing partial or full refunds when appropriate;
• Performing basic troubleshooting before escalating issues to the technical team;
• Maintaining a balance between customer satisfaction and business needs;
• Managing a high volume of requests while maintaining quality standards.

KPI & performance expectations:

During the probation period, agents gradually reach full performance targets:

• Month 1: focus on learning processes and building response speed;
• Month 2–3: increasing response efficiency while maintaining high-quality support.

Performance is measured based on response speed and quality metrics.

Needed experience & skills:

Required:

• English level B2 or higher;
• At least 1 year of experience in customer-facing roles, or strong motivation to start a career in Customer Support;
• Ability to communicate clearly and confidently with international customers.

Soft skills:

• Multitasking and ability to work in a fast-paced environment;
• Adaptability and openness to learning new tools and processes;
• Openness to feedback and continuous improvement;
• Responsibility, honesty, and strong work ethic;
• Empathy and customer-focused mindset.

Nice to have:

• Previous experience with CRM systems;
• Experience handling high volumes of customer requests.

Work with EverHelp is about:

• Flexible shift schedule;
• A competitive compensation package with regular performance reviews;
• A supportive team environment with experienced professionals;
• Opportunity to work on one of the fastest-growing projects within the Genesis ecosystem;
• A clear and structured onboarding process with paid training.

Training program:

• 31 hours of training before starting independent work;
• Training is paid hourly;
• The program focuses on product knowledge, communication standards, and support workflows.

Career growth opportunities:

From this position, teammates can grow into roles such as:

• Billing Manager
• Quality Control (QC) Specialist
• Team Lead

We value long-term collaboration and actively support teammates who want to grow within the Customer Support direction.

Submit your resume and join our team 🚀