Customer Support Specialist (English), EST/EDT (Canadian time zone)

EverHelp is a team developing outsourcing support services for global products. They are looking for a Customer Support Representative to provide first-line support to users of a SaaS platform, helping with bookings, account issues, and basic technical problems. The role is fully remote with a Monday–Friday schedule in EST/EDT time zone.

• 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

• 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
• Hands-on experience with Intercom or similar customer support platforms (nice to have)
• Previous experience supporting a SaaS product (nice to have)
• Experience working with customers in logistics or other operational industries (nice to have)

• 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.