Customer Support Representative (APAC) - Remote

Overview

At Restream, we believe everyone has a story worth sharing. We’re on a mission to empower content creators to share theirs with the world through high-quality, accessible video tools.

Our Support team is growing, and we’re looking for a Customer Support Representative who is passionate about helping people, thrives in fast-paced environments, and shares our belief in the power of live video. As the first line of contact with our users, you’ll be the voice of Restream, turning every support interaction into an opportunity to create an exceptional customer experience.

In Short

• Engage directly with Restream users via live chat, email, and social media to provide fast, friendly, and accurate assistance.
• Be an expert on Restream’s platform, staying updated with product changes and live streaming trends to provide informed support and guidance.
• Solve user challenges related to livestreaming on platforms like YouTube and Twitch, ensuring creators have all the tools to succeed.
• Troubleshoot and escalate technical issues, collaborating with our Engineers for timely resolution.
• Advocate for customers and collaborate across teams by sharing user feedback with Product, Engineering, and Marketing.
• Contribute to support quality by participating in ongoing learning and team-wide initiatives to improve workflows, support content, and the customer experience.
• Foster customer loyalty by proactively sharing tips, best practices, and hidden gems of our product in every interaction.

Requirements

• 2+ years in a customer-facing support role for a SaaS product, with a strong preference for candidates with hands-on experience in the live streaming ecosystem (OBS, Restream, etc.).
• A natural problem-solver with proven experience in troubleshooting complex issues for a web-based SaaS product.
• Demonstrable experience collaborating with Engineering or other resolver groups, including writing clear, detailed bug reports.
• Excellent written communication skills and proven ability to handle frustrated or technically challenged customers with patience, empathy, and professionalism.
• Proven ability to manage a high volume of concurrent chats/tickets, consistently delivering timely, accurate, and high-quality resolutions.
• You have a strong sense of ownership and see customer issues through to their final resolution.
• A proactive, self-starting mindset to improve processes, workflows, and the customer experience.
• This is a fully remote position with the following assigned shift: 4 PM to 1 AM UTC, from Sunday to Thursday (Friday and Saturday are your days off).

Benefits

• A startup environment and a flat company structure.
• Work closely with founders and team to build and grow the product.
• Opportunity to make an impact on the evolution of the product.
• Ability to create something that influences people's lives.
• Equity packages for you to truly be a part of the Restream journey.
• The tech you need to get your job done.