Customer Support Specialist (Hospitality) German, 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.

As EverHelp continues expanding its portfolio of international customer support projects, we are looking for a Customer Support Representative (Hospitality) to join our team. In this role, you will support guests of a fast-growing hospitality project, ensuring every interaction reflects genuine care, professionalism, and a guest-first mindset. You'll help resolve booking-related inquiries, reservation issues, and other service requests while creating an outstanding customer experience across multiple communication channels.

The working schedule is a rotating shift schedule (Monday–Sunday, 5 shifts per week, including 2-3 mandatory night shifts).

Your future responsibilities include:

• Providing support to guests via phone calls, email, live chat, WhatsApp, and online booking platform messages;

• Assisting guests with booking inquiries, reservation updates, property access, and other accommodation-related requests;

• Delivering exceptional customer service with a genuine hospitality mindset and a "guest-first" approach;

• Resolving customer inquiries efficiently while maintaining a warm, professional, and empathetic communication style;

• Escalating critical cases, including refund requests, legal matters, or sensitive guest complaints, to the appropriate internal teams;

• Accurately documenting customer interactions and case details in internal systems;

• Collaborating closely with teammates to ensure a seamless guest experience across all communication channels;

• Following internal quality standards while balancing efficiency with exceptional service.

Needed experience & skills:

• 1–3 years of experience in Customer Support, Hospitality, or another customer-facing role;

• German language proficiency (B2+) and English language proficiency (B2+);

• Experience communicating with customers across multiple channels, including calls and written communication;

• Excellent problem-solving skills and the ability to make sound decisions independently;

• Strong written and verbal communication skills with a customer-first mindset;

• Ability to remain calm, professional, and solution-oriented in challenging situations;

• High adaptability and willingness to work in a dynamic, fast-changing environment;

• Strong multitasking skills while maintaining high service quality;

• Positive attitude, resilience, and genuine enthusiasm for teamwork.

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, 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!