Customer Support Specialist (German)

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.

The regular working days are Monday, Tuesday, Wednesday, Friday, and Saturday, with Thursday and Sunday as days off.

Flexibility around the end and beginning of each month is required, as this is historically the busiest period for the project.

Your future responsibilities include:

• Providing mainly written customer support via Freshdesk, email, and chat;

• Resolving inbound and outbound customer requests;

• Handling cases escalated by the AI support agent and independently assessing the best next steps;

• Supporting customers with refund requests, including duplicate purchases or payments and incorrectly created tickets;

• Handling occasional technical edge cases and performing basic troubleshooting;

• Escalating tickets to a higher support level when needed;

• Taking ownership of customer cases and ensuring customers feel heard, understood, and supported;

• Maintaining a high level of accuracy and attention to detail in every customer interaction;

• Depending on experience, supporting additional tasks such as reputation management or article creation.

Needed experience & skills:

• You have 1+ year of experience in Customer Support or another relevant customer-facing role;

• You have German at C1+ or native level and feel confident communicating with customers in writing;

• You have English at B1-B2 level or higher and can use it for communication within an international team; translation tools may be used when needed;

• You are able to work independently and make sound decisions when handling escalated or non-standard customer cases;

• You are comfortable working alongside AI tools, can understand why a case was escalated, identify when an AI-generated decision may be incorrect, and handle edge cases;

• You demonstrate a high level of empathy, patience, and emotional maturity;

• You are highly attentive to detail and can work accurately with customer information, payments, refunds, subscriptions, and data privacy requirements;

• Flexibility with the working schedule, especially around peak periods at the end and beginning of the month, is essential for this role.

Nice to have skills:

• Experience with Freshdesk will be a plus.

Work with EverHelp is about:

• 20+ vacation days and unlimited sick leaves;

• Ability to work fully remotely;

• A referral program with rewards for successful internal recommendations;

• A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level;

• Opportunity for a 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!