EverHelp is a fast-growing outsourcing Customer Support company within the Genesis ecosystem. We launched in 2021, and in the past year alone, we have grown by 82%. Our team is safe, fully operational, and continues to expand, maintaining a Retention Rate of 90%+.
Our Position: * We stand against war and unjust aggression. * We evacuated our employees and their families from active war zones and provided housing and financial support. * We supplied the entire team with power stations and backup batteries. * We continue stable operations to support the future of Ukraine.
The vacancy is open due to the active growth of a high-load international B2B platform, which requires a dedicated specialist to own and build incident-management processes from the ground up.
Role Mission
To ensure uninterrupted out-of-hours operational support for a mission-critical trading platform. The first hired specialist will build and document the incident-management flow from scratch, respond to high-severity alerts, maintain stability, and prepare the foundation for scaling the support team.
Responsibilities: * Monitor system alerts via Slack/Datadog at regular intervals (every 5–15 minutes). * Handle inbound calls from platform participants experiencing login issues, access problems, or trading interruptions. * Initiate and run the incident-management process for high-severity cases. * Escalate issues to relevant internal teams (commercial, ops, tech). * Maintain accurate notes, internal logs, and update the knowledge base. * Create documentation, SOPs, and process guidelines for future hires. * Build or refine the on-call schedule for multiple internal stakeholders. * Participate in tool selection and configuration for monitoring and operational workflows. * Prepare onboarding flow and materials for subsequent support agents. * Ensure zero missed critical alerts and zero missed inbound calls.
About You: * 5+ years in Support, Operations, Incident Management, or similar technical support environments. * Strong experience with monitoring tools (Datadog or similar). * Hands-on experience with Jira Service Management, Confluence, CRM/ticketing systems (HubSpot or others). * Excellent understanding of SaaS products and complex technical systems. * English — C1+ (required). * Exceptional attention to detail and reliability — missing alerts/calls is unacceptable. * Calm and structured communication under pressure; ability to work with stressed or urgent clients. * Highly proactive — able to propose improvements, not just execute tasks. * Strong self-management and adaptability in environments without ready-made processes. * Experience creating structured documentation, SOPs, or guides is a strong plus. * Experience in energy, fintech, trading, or other complex technical industries is a plus.
Why EverHelp: * Opportunity to build the entire incident-management function from scratch. * High autonomy, ownership, and direct influence on operational stability. * Work in a fast-growing international environment with complex, real-time systems. * 20+ days of paid vacation. * 10 additional Healthcare Days for recovery and wellbeing. * Fully remote work. * A strong, experienced team, internal professional communities, and continuous learning support. * Real career development opportunities as the team scales. * Corporate discounts on gym memberships and wellness services.
