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
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
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
Maternity Recovery Support Allowance
Financial and legal support
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 p
