Customer Support Agent (Italian Desk)

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for over 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 develop outsourcing support services for products all over the world and grow at a dynamic pace. Since launching in 2021, we have rapidly expanded our team while maintaining a strong people-first culture and high employee satisfaction.

In 2026, EverHelp received 9 international workplace and employer awards. The company ranked #1 in the Top 30 Inspiring Workplaces in Europe, was named the #1 employer among European companies with 500–4,999 employees, and earned Best-in-Class recognition across 6 categories: Culture & Purpose, Leadership, Inclusion & Belonging, Wellbeing, Employee Voice, and Employee Experience. EverHelp was also named one of the 28 Best Places to Work by Business Intelligence Group — a global award recognizing companies with strong workplace cultures and outstanding employee experience.

In this role, you will become part of a growing support team that helps customers navigate a travel-related platform, resolve issues efficiently, and build trust through clear and empathetic communication.

Your future responsibilities:

• Handle customer inquiries via calls and email in Italian;

• Support users with platform-related questions and troubleshoot basic technical or configuration issues;

• Identify whether issues are caused by user error, configuration setup, or potential bugs;

• Escalate complex cases when needed and collaborate with internal teams;

• Maintain a professional, customer-oriented tone in all communication;

• Contribute to improving the support experience while the helpdesk structure is actively growing and evolving.

Needed experience & skills:

• Native-level Italian and English B2;

• Good communication skills and confidence in client-facing interactions;

• Ability to learn new software and systems quickly;

• Strong problem-solving mindset and attention to detail;

• Ability to work in a dynamic environment with changing processes;

• Customer-oriented attitude and willingness to help users.

Nice to have:

• Previous experience in Customer Support, Hospitality, Travel, or Service-related roles;

• Experience working with ERP, booking, travel, or ticketing platforms;

• English knowledge for internal communication.

Work with EverHelp is about:

• Opportunity to join an international team and work with global products;

• Fully remote work opportunities depending on your location;

• Career growth opportunities within Customer Support operations;

• 20+ vacation days and 10 sick leaves;

• Well-being bonus;

• Internal learning opportunities, professional communities, and knowledge sharing;

• Dynamic environment where you can directly influence processes in a growing support team.