Customer Support Representative (English)

EverHelp is a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

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.

Our statement:

• We’re against war and unjustified aggression,

• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,

• We provided the team with charging stations,

• We continue to work together for the future of Ukraine.

We are looking for a Customer Support Agent (English Desk) to resolve user inquiries promptly and effectively while ensuring the team consistently meets established SLA targets.

Your future responsibilities include:

• Handle incoming user inquiries via email within established SLAs,

• Independently investigate reported issues and identify their root causes,

• Provide accurate, clear, and customer-oriented responses,

• Develop an in-depth knowledge of all product features and functionalities,

• Work with billing and payment systems, including verifying payments and subscriptions, handling refund requests, and resolving other billing-related inquiries,

• Verify information in available internal systems and use relevant data to resolve customer inquiries,

• Perform necessary actions in admin panels and other work tools in accordance with product-specific processes,

• Escalate complex or non-standard cases to the relevant teams, providing full context and details of the investigation conducted,

• Follow current processes, knowledge base guidelines, internal instructions, and product policies.

Needed experience & skills:

• Fast and accurate typing skills,

• Strong written communication skills and attention to grammar and spelling,

• Basic proficiency in Excel and Google Sheets,

• Strong information search and research skills,

• Ability to prepare, organize, and maintain documentation,

• English proficiency at B2 level or higher,

• Strong communication and interpersonal skills,

• Attention to detail,

• Ability to work effectively under pressure,

• Adaptability and flexibility,

• Empathy and a customer-oriented mindset

• Readiness to work rotating shifts Monday to Sunday 5 shifts per week (7:00am-4:00pm, 3:00pm - 12:00am, 11:00pm - 8:00am EET time zone), with 2 compulsory night shifts.

Nice to have skills:

• Familiarity with CRM, billing, and payment systems.

• Familiarity with team collaboration tools (Slack, Notion, Jira, Confluence, etc.).

Work with EverHelp is about:

• Opportunity to join the Ukrainian company and help the Ukrainian economy,

• 20+ vacation days and unlimited sick leaves, corporate doctor & psychologist,

• Medical insurance and +10 Healthcare leaves for mental & physical recovery,

• Systematical learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc.,

• Ability to work fully remotely,

• Team of professionals who’s ready for knowledge sharing, internal professional communities, team buildings,

• Corporate discounts for gym membership and for other different services like medical services, language schools, etc.

Submit your resume and join our team!