Customer Support Representative (EMEA)

• 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. • What We Look For • 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. • This is a fully remote position with the following assigned shift: 8 AM to 5 PM UTC, from Sunday to Thursday (Friday and Saturday are your days off). • Back in 2015, Restream was founded in Ukraine. We had a burning passion for helping creators to be seen and heard. As the #1 multistreaming solution, Restream inspires over 10 million people worldwide to share their stories through live video and follow their dreams. We believe that a small but highly driven and focused team can make a lasting impact in people's lives.