Customer Support Representative - Remote

Overview

At Restream, we believe everyone has a story worth sharing—and 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 up to date 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 of professional experience in a customer-facing support role, with a track record of delivering thoughtful and empathetic service.
• Tech-savvy, with prior experience in SaaS companies, technical support, and troubleshooting.
• Proficient with help desk tools like Intercom (preferred), Zendesk, etc.
• Ability to juggle and prioritize multiple conversations with confidence.
• A clear, concise communicator with excellent written and spoken English. Bonus points for additional languages such as Spanish, French, or Portuguese.
• Familiarity with live streaming will be a plus.
• You are available to work assigned shift rotations, including weekends and holidays, as needed. Restream offers live support 24/7!
• This is a remote position with the following working schedule: 10 PM to 7 AM UTC from Friday to Tuesday (Wednesday and Thursday would be 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
• The tech you need to get your job done