|
Описание: |
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.
Відгукнутись на вакансію |
