Customer Support Specialist | German and English

About this role

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.