Customer Success Agent (English, EverHelp)

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 active project growth (82% YoY).

Role Mission

To deliver a high-quality customer experience by supporting users through chat, email, and ticketing systems. You will help customers resolve inquiries, navigate product features, troubleshoot issues, and receive accurate, timely assistance.

Responsibilities

• Communicate with customers via chat, email, and ticketing systems.
• Handle general inquiries, troubleshoot issues, and provide clear, helpful solutions.
• Maintain accurate internal documentation and update customer records in CRM and back-office systems.
• Assist with basic billing-related questions (payments, refunds, transaction checks).
• Collaborate with cross-functional teams (Tech, Operations, Quality, Product) when cases require escalation.
• Follow internal procedures, service standards, tone of voice, and compliance requirements.
• Regularly participate in skill development, process updates, and knowledge-base testing.
• Ensure high-quality customer communication aligned with KPI expectations (Public Replies per Hour, Quality Score).

About You

• 6+ months of experience in Customer Support (chat/email/CRM-based workflows).
• Strong English communication skills (B2±C1).
• Fast and accurate typing, strong literacy, and ability to search and structure information.
• Basic proficiency with Excel/Google Sheets (sorting, filtering, working with tables)
• Familiarity with CRM/helpdesk and collaboration tools (Slack, Notion, Zendesk, Intercom, Jira, Confluence, etc.).
• High attention to detail, discipline, and responsibility in task execution.
• Stress-resistant, adaptable, and able to work calmly during high-load periods.
• Empathetic, friendly, and able to communicate clearly and professionally with customers.
• Ability to analyze problems, find logical solutions, and follow internal guidelines.
• Comfortable working in a structured environment with clear KPIs and performance expectations.

Why EverHelp

• Opportunity to join a Ukrainian company and contribute to the country’s economic stability
• 20+ days of paid vacation and additional sick leaves
• Bonus for recovery and wellbeing
• Fully remote work
• A professional team ready to share expertise, internal communities, and team activities for continuous learning and growth
• Real career development:
  • 32% of our team members changed roles within their first year
  • 86% of our Team Leads are former support agents
• Corporate discounts on gym memberships and a wide range of wellness services

IMPORTANT: To help us process applications more efficiently, please apply using the following link — https://bit.ly/4qHoJsI