Customer Support Representative (English) | EDT,EST time zone

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.

Customer Support Representative

As EverHelp continues expanding its portfolio of international customer support projects, we are looking for a Customer Support Representative to join a new collaboration with a fast-growing European technology company. In this role, you will provide first-line support to users of a SaaS platform, helping them navigate the product, resolve booking and account-related issues, and troubleshoot basic technical problems.

The working schedule is Monday–Friday, 09:00–18:00 EST/EDT, including a 1-hour lunch break.

Your future responsibilities include:

• Providing first-line B2C customer support via live chat and email, with phone support potentially introduced in the future;

• Assisting customers with bookings, account and license-related questions, product navigation, and basic technical issues;

• Troubleshooting customer cases independently and escalating technical or non-standard issues when necessary;

• Explaining product features and processes in a clear and simple way to non-technical users;

• Identifying recurring customer issues and proactively sharing observations and improvement opportunities with the team.

Needed experience & skills:

• 1–3 years of Customer Support experience, preferably within a SaaS or technology product;

• English C1, with strong written and spoken communication skills;

• Experience with troubleshooting and a structured approach to problem-solving;

• Ability to quickly learn new products and workflows and explain them clearly to non-technical customers;

• Strong proactivity and ownership — ability to identify issues, raise concerns, and take initiative rather than simply process incoming requests;

• Good judgment and ability to make quick decisions about whether a case can be resolved independently or requires escalation;

• Patience and a customer-focused approach when supporting users with different levels of technical knowledge;

• Comfortable using AI-powered tools and open to adopting AI as part of everyday workflows.

Nice to have:

• Hands-on experience with Intercom or similar customer support platforms;

• Previous experience supporting a SaaS product;

• Experience working with customers in logistics or other operational industries.

Work with EverHelp is about:

• 20+ vacation days and 10 paid sick leaves;

• Ability to work fully remotely;

• A professional team of specialists ready to share their expertise, along with internal communities and team activities that foster continuous learning and development both within the team and individually;

• Opportunity for career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.

Submit your resume and join our team!