Customer Support Specialist( Genesis Group AG )

Компания "Genesis Group AG"

Job Opening: Customer Support Specialist (Remote, Day & Night Shifts)
Location: Remote
Team: Customer Experience

About Us
We are a fast-growing global leader in the eSIM industry, on a mission to revolutionize global connectivity. Our product empowers travelers and digital nomads with seamless, affordable, and instant internet access — without the hassle of traditional SIM cards.

We’re building a world-class Customer Experience team that ensures every user receives outstanding support, timely assistance, and a warm human touch — wherever they are in the world.

About the Role
We are expanding our support team and looking for a reliable, detail-oriented specialist who is comfortable working on a shift schedule — including night shifts in UTC+3.
This role is especially suitable for candidates based in regions like Southeast Asia, Australia, or New Zealand, where UTC+3 nights overlap with local daytime hours.

You’ll work fully remotely and provide customer support via text (no calls), using live chat tools like Intercom. Your job is to make every interaction smooth, helpful, and human — especially when something goes wrong.

Responsibilities

• Handle first-line support inquiries via chat (Intercom)

• Troubleshoot eSIM setup and connectivity issues

• Use internal admin tools and dashboards to resolve requests

• Escalate complex cases to Tier 2 support

• Keep documentation up to date and suggest process improvements

• Collaborate with product and tech teams to improve user experience

✅ Requirements

• Fluent written Russian and English

• Reliable internet connection and confident computer skills

• Attention to detail, responsibility, and structured thinking

• Willingness to work on a scheduled shift basis, including night hours in UTC+3 (e.g., 00:00–08:00)

• Prior experience in customer support

• Familiarity with CRMs, admin panels, or tools like Intercom is a bonus

What We Offer

• 100% remote work

• Full-time position with shift scheduling (day and night shifts)

• Text-only support — no phone calls

• Step-by-step onboarding with support from experienced teammates

• A team of 10+ friendly support professionals

• Transparent processes and respectful, open culture

• Competitive pay

Dear Candidate,

Thank you for your interest in the Customer Support Specialist position at Yesim!

To move forward with your application, please answer the questions: https://docs.google.com/forms/d/1tIziBUxCQUt0CNApoipbwPBZHLilj7FmeTc_oKI7O6o/edit

⚠️ Applications submitted without answers to these questions will not be considered.