Customer Support Representative (Italian Desk)

Customer Support Representative (Italian Desk) Submit your resume and join our team! Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund. EverHelp is a company in the Genesis ecosystem. We’re 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. We're launching a partnership with one of Europe's fastest-growing hospitality brands, and we're looking for an Italian-speaking Customer Support Representative to help deliver an outstanding guest experience. In this role, you'll become one of the first agents supporting the project, helping guests with bookings, accommodation access, and other travel-related inquiries while contributing to the successful launch and growth of the support team. Your future responsibilities include: Support guests via inbound calls, OTA platforms ( Booking.com , Airbnb), emails, chats, and WhatsApp. Assist customers with booking, accommodation access, and reservation-related inquiries. Deliver a warm, guest-first experience following hospitality best practices. Escalate critical cases such as refunds, legal issues, or negative review risks to the appropriate team. Document interactions and work with the client's internal support tools. Collaborate closely with teammates to ensure a seamless customer experience. Needed experience & skills: Italian — B2+ . English — B2+/C1 . At least 1 year of experience in Customer Support or Hospitality. Excellent written and verbal communication skills. Strong problem-solving skills and the ability to make decisions independently. Ability to multitask and stay calm under pressure. Comfortable working in a fast-changing environment. Nice to have skills: Experience in Hospitality, Travel, OTA, Hotel, or Property Management. Strong team player with a collaborative mindset. Previous experience working with international customers. Work with EverHelp is about: Opportunity to join an international team and work with global products; Fully remote work opportunities depending on your location; Career growth opportunities within Customer Support operations; 20+ vacation days and 10 sick leaves ; Internal learning opportunities, professional communities, and knowledge sharing; Dynamic environment where you can directly influence processes in a growing support team. Department Support Department Locations Other Remote status Fully Remote