Support
Full-time
Customer Support Specialist (Evening and Night shifts)
We are building one of the most powerful live-streaming platforms, already connecting 400K+ monthly active users through live events, interactive video chats, and real-time community experiences. Our mission is bold: bring joy, fight loneliness, and deliver safe, ad-free entertainment that keeps people coming back. This is a complex, fast-moving space, and we love it that way! So, you will join a passionate, expert team tackling everything from scaling AI-powered recommendations to launching high-impact, data-driven features that boost monetization and engagement. Every idea counts here, and every release reaches a massive global audienceWe are now expanding into Arab countries and Europe, enhancing content quality, and rolling out new features to keep users hooked. We are among the Top 5 streaming products in the US and rank in the Top 10 worldwide. Our next milestone: break into the global Top 5, and we are moving fast to make it happen.
About your role:
We are hiring a Customer Support Specialist (Evening and Night shifts) with English (B1+). You will be the first point of contact for our users, supporting them via email and live chat. Your vector of work: shorten time-to-resolution, raise satisfaction, and strengthen the loop between Support, QA, and Compliance. Also, you will own the first response, add complete context before escalation, and keep communication transparent and empathetic, so streamers can focus on creating, not troubleshooting. On our side, we offer a structured onboarding with mentorship, opportunities for professional growth, and regular performance reviews.
- Handle incoming requests via Zendesk (email and live chat), focusing on agent and streamer account issues and technical troubleshooting.
- Ensure fast and effective resolution of user requests to reduce response time and increase user satisfaction.
- Follow platform standards (SLA, tone of voice, policy guidelines).
- Escalate complex cases to L2 and other teams with complete context and structured information.
- Collaborate with Success, QA, Compliance, Moderation, and Technical teams.
- Properly document and transfer cases between shifts (especially critical for night operations).
- Collect and share user feedback to improve product and support processes.
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