Customer Support Representative - 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.

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.
• 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.

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.