Customer Support Specialist (Evening and Night shifts)

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 your role:

We are hiring a Customer Support Specialist (Evening and Night shifts) with English (B1+). You will be the first point of contact for our users, supporting them via email and live chat. Your vector of work: shorten time-to-resolution, raise satisfaction, and strengthen the loop between Support, QA, and Compliance. Also, 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. 
On our side, we offer a structured onboarding with mentorship, opportunities for professional growth, and regular performance reviews.

In this role, you will

• Handle incoming requests via Zendesk (email and live chat), focusing on agent and streamer account issues and technical troubleshooting.
• Ensure fast and effective resolution of user requests to reduce response time and increase user satisfaction.
• Follow platform standards (SLA, tone of voice, policy guidelines).
• Escalate complex cases to L2 and other teams with complete context and structured information.
• Collaborate with Success, QA, Compliance, Moderation, and Technical teams.
• Properly document and transfer cases between shifts (especially critical for night operations).
• Collect and share user feedback to improve product and support processes.

It’s all about you

• Open to shift-based work (evenings now, night shifts in the future).
• Understanding about customer-facing roles (customer support, success, client service, or related roles).
• English level B1+ (strong written communication is critical).
• Write clearly, politely, and grammatically correct.

• Proactive and able to make decisions independently 

   

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

Care and support: 

• 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
• Test Task (optional)
• Technical Interview
• Reference check
• Offer