Customer Support Team Lead

EverHelp is part of the Genesis ecosystem — an international full-service IT company.More than 1,500 people in five countries create products for over 200 million monthly users.Genesis is one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe, with an ecosystem that includes over 15 companies and an investment fund.EverHelp is a fast-growing outsourcing customer support project within the Genesis ecosystem.Since launching in ****, we've been providing professional support services for international B2B and B2C clients.Last year, the project demonstrated a +82% annual growth rate and maintained an employee satisfaction rate above 90%.We're currently expanding our team for one of our partners, and we're looking for a Trilingual Customer Support Representative (English, French & German) to join our international customer care team.If you can put yourself in the customers' shoes, remain patient, empathetic, and cheerful — this role is for youRequired experience and skills: 2–3 years of experience in Customer Support or support operations; Proven experience in team coordination, delegation, or people management ; Strong understanding of customer support operational metrics (CSAT, FRT, ART, Backlog, SLA/OLA); Experience with reporting, data analysis, and root-cause analysis ; German — C1and French — C1(both written and spoken); English — Upper-Intermediate (B2+)for client and internal communication; High level of empathy, emotional intelligence, and customer-oriented mindset; Strong communication maturity with the ability to set boundaries; Ability to stay calm under pressure and manage escalations effectively; Leadership skills: motivating the team, providing feedback, and developing people; Proactive, solution-oriented approach and ownership mindset; Experience with Zendesk or similar ticketing systems is a strong plus.Your future responsibilities include: Ensuring stable day-to-day operations of the Tier 1 support team and close collaboration with Tier 2; Direct communication with customers: handling complex cases, escalations, and feedback; Planning vacations and absences, ensuring balanced workload distribution within the team; Conducting agent evaluations and performance reviews; Delegating tasks and controlling SLA/OLA compliance; Monitoring operational metrics (CSAT, FRT, ART, Backlog) and taking corrective actions; Mentoring and onboarding agents, running regular 1:1 meetings; Performing Quality Control evaluations and feedback sessions; Improving support processes and creating/updating documentation; Participating in incident management and coordinating internal and external communications.Why EverHelp: Leadership role with real influence on support processes and service quality ; Collaboration with a new international partner and exposure to complex, non-standard cases; High level of autonomy and trust from management; A strong, supportive, and ambitious team; Stable full-time schedule: 8:*****:00 CET , 1-hour break; A dynamic international environment with continuous professional growth opportunities.Career growth opportunities: Further growth paths to be discussed individually based on performance and business needs.Recruitment process: Intro call; Test assignment (3 days to complete ); Interview with Hiring Manager; Bar-raising interview; Join EverHelp as a Customer Support Team Lead and take ownership of service quality, people development, and operational excellence in an international environment