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.

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. You are comfortable digging into technical problems to find the root cause.
Demonstrable experience collaborating with Engineering or other resolver groups, including writing clear, detailed bug reports and seeing complex issues through to resolution.
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. You see customer issues through to their final resolution and are proactive in preventing them from happening again.
A proactive, self-starting mindset. You don't just solve the problems before you; you look for ways to improve processes, workflows, and the customer experience.

Customer Support Representative

Key skills