Customer Support Specialist

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 the role: We are hiring a Customer Support Specialist with English (B2) and Spanish (B1+). You will be the first point of contact for our creators and partner agencies, turning policies into clear, human answers and setting the tone for trusted relationships. Your vector of work: shorten time-to-resolution, raise satisfaction, and strengthen the loop between Support, QA, and Compliance. 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 \n In this role, you will Handle incoming requests in Zendesk, focusing on agent and streamer account issues and technical troubleshooting Own the first response and add full, structured context for any escalation Escalate complex cases to senior team members Follow platform standards including SLA, tone of voice, and policy guidelines Collaborate with the QA team by initiating investigations and delivering initial solutions to users prior to escalation Work closely with Compliance and Moderation to clarify and resolve inquiries related to moderation rules, policies, regulations, and account verification Collect and share user feedback to help enhance the product and support processes It’s all about you Understanding of customer-facing roles (customer support, success, client service, or related) English B2 overall Spanish B1+ Strong written communication skills that are clear, polite, and grammatically correct Ability to create structured AI prompts that generate customer-support draft messages with the right tone, clarity, and relevance Critical thinking and a habit of closing the feedback loop Open to shift-based work (no night shifts) Would be a plus Experience with ticketing systems such as Zendesk, Intercom, or Freshdesk Background in IT or working with tech products Understanding of support KPIs like CSAT, response time, and SLA What we offer 20 paid vacation days, 15 sick days, and 6 additional days off for family events Up to 10 additional days off for public holidays 100% medical insurance coverage Sports and equipment reimbursement Team building events, corporate gifts, and stylish merch Financial and legal support Maternity recovery support allowance Position retention and support for those who join the Armed Forces of Ukraine Participation in social initiatives supporting Ukraine Comfortable working environment: Work from our Kyiv hub or remotely with a flexible schedule Modern equipment or depreciation of your own tools Investment in your future: Collaborate with a highly-skilled team of Middle & Senior professionals, sharing practical cases and expertise in the social networking niche 70% of our heads and leads have grown into their roles here – so can you! Performance-oriented reviews and Individual Development Plans (IDPs) Reimbursement for professional courses and English classes Corporate library, book club, and knowledge-sharing events Hiring process Intro call Language check (Spanish) Tech Interview Test Task Bar Raising (optional) Reference check Offer \n Apply To This Job