Customer Support Team Lead in Everhelp

Genesis is an international IT company that provides a full range of services. More than 1,500 people in five countries create products for more than 200 million unique users every month. We are one of the largest partners of Facebook, Google, Snapchat and Apple in Eastern Europe. Our ecosystem consists of over 15 companies and an investment fund.

EverHelp is a company in the Genesis ecosystem. We are a team of professionals developing an outsourced support service for many clients around the world at an increasing pace: the project was created in 2021, but in the last year we have grown by 82%. For now, our employees are safe, we have kept all jobs, in addition, we continue to strengthen our team and keep the Retention Rate at a level of at least 90%.

Our position:

• We are against war and unjustified aggression,
• We evacuated company employees and their relatives from combat zones, helped in finding housing and provided financial support,
• We provided the entire team with mobile stations and batteries,
• We continue to work steadily for the future of Ukraine.

About the job:

EverHelp is growing and expanding teams very quickly. Therefore, we are currently looking for a Customer Support Team Lead who will ensure the stable work of the team, improve the quality of user service and influence key indicators.

Working schedule: from 12:00 to 21:00 (according Kyiv).

You will:

• manage the support team (agents and Team Leads), conduct 1:1, performance reviews and onboard new employees;
• be responsible for key metrics: response time, resolution, CSAT, CES, NPS, retention;
• organize change schedules, plan workload and monitor compliance with SLAs;
• interact with Payments, Risk, Compliance, Tech and support complex escalations;
• resolve non-standard situations;
• analyze requests, find product problems and initiate improvements;
• process reviews/complaints on external platforms and influence reputation product.

About you:

• 2-3 years of experience in Customer Support and at least 1 year in the role of Team Lead/Supervisor;
• English at B2+ level;
• experience with verifications, payment flow, providers, escalationand technical logs;
• work with support platforms and their configuration (Intercom/Zendesk/Freshdesk/Salesforce);
• strong people- and performance management skills, critical thinking, stress resistance.

Working in EverHelp is:

• Opportunity to join a Ukrainian company and help our country's economy,
• 20+ days of vacation and sick leave without restrictions,
• Medical insurance and +10 additional Healthcare days off to restore your condition and resources, a corporate doctor and a psychologist,
• Continuous training and development both in a team and individually (compensation for conferences, webinars, professional courses),
• Opportunity to work from a Lviv or Kyiv office with free breakfasts and lunches, as well as completely remotely,
• A professional team of specialists who are ready to share their expertise, internal communities and team activities,
• Corporate discounts on gym memberships and a wide range of non-sports services.

Don't delay! Submit your CV and joinEverHelp.