Customer Support Specialist (Evening and Night shifts)

United Tech

Job Overview

Location

Kyiv

Job Type

Full-time

Full Job Description

📋 Description

• Join United Tech as a Customer Support Specialist, a pivotal role in ensuring our rapidly growing live-streaming platform delivers exceptional user experiences, especially during crucial evening and night hours.
• You will be the primary point of contact for our diverse global user base, providing timely and effective support through email and live chat channels.
• Your core mission will be to significantly reduce the time it takes to resolve user issues, thereby boosting overall customer satisfaction and fostering loyalty.
• You will play a critical role in strengthening the feedback loop between the Customer Support team, Quality Assurance (QA), and Compliance departments, ensuring user concerns are addressed comprehensively and efficiently.
• Take ownership of the initial response to all user inquiries, meticulously gathering all necessary information and context before escalating complex issues to specialized teams.
• Maintain transparent, empathetic, and professional communication at all times, ensuring users feel heard, valued, and supported.
• Empower our content creators (streamers) by resolving their technical and operational challenges swiftly, allowing them to concentrate on creating engaging content rather than troubleshooting platform issues.
• Contribute to a positive and supportive work environment where every idea is valued and every contribution makes a tangible impact on our massive global audience.
• Become an integral part of a passionate and expert team dedicated to scaling a cutting-edge AI-powered recommendation engine and launching high-impact, data-driven features.
• Actively participate in the continuous improvement of our support processes, identifying trends in user issues and providing actionable insights to product and development teams.
• Assist in the onboarding and training of new support team members, sharing your knowledge and best practices.
• Monitor user feedback and platform performance during your shifts, proactively identifying potential issues before they impact a significant number of users.
• Collaborate with QA to report bugs and technical glitches, providing detailed steps to reproduce and user impact assessments.
• Work closely with the Compliance team to address any user-reported policy violations or safety concerns with sensitivity and adherence to guidelines.
• Contribute to the development and maintenance of our knowledge base, creating and updating help articles and FAQs to empower users with self-service options.
• Gain deep insights into the operations of a leading live-streaming platform, understanding the technical intricacies and user engagement strategies that drive our success.
• Be part of an exciting phase of expansion, as United Tech grows into new markets like Arab countries and Europe, enhancing content quality and rolling out innovative new features.
• Support the company's ambitious goal to become a global Top 5 streaming product, a mission we are aggressively pursuing with speed and innovation.
• Develop strong problem-solving skills by tackling a wide range of user inquiries, from basic account management to more complex technical troubleshooting.
• Enhance your communication skills by interacting with a diverse international user base and internal teams across different departments.
• Gain experience in a fast-paced, dynamic industry where adaptability and a proactive approach are key to success.
• Understand the importance of user satisfaction in a competitive digital landscape and contribute directly to maintaining our high standards.
• This role offers a unique opportunity to be at the forefront of a rapidly evolving technology, making a real difference in the daily experience of hundreds of thousands of users.
• You will be instrumental in ensuring the reliability and usability of our platform, directly impacting user retention and overall platform health.
• Embrace the challenge of working during evening and night shifts, providing essential support coverage that keeps our platform accessible and functional 24/7.
• Become a subject matter expert on our platform's features, functionalities, and common user issues.
• Contribute to a culture of continuous learning and improvement within the support team and the wider company.
• Your efforts will directly contribute to the joy, connection, and safe entertainment we aim to deliver to our users worldwide.
• This is more than just a support role; it's an opportunity to shape the user experience of a leading global entertainment platform.
• You will be a key player in maintaining the trust and satisfaction of our 400K+ monthly active users, ensuring they have a seamless and enjoyable experience.
• Leverage your problem-solving abilities to navigate and resolve issues efficiently, ensuring minimal disruption to user activities.
• Become a trusted resource for users seeking assistance, providing clear, concise, and helpful guidance.
• Your work will directly influence user perception and engagement with our platform, contributing to our growth and market position.
• This role is ideal for individuals who thrive in a dynamic environment and are passionate about delivering outstanding customer service.
• You will be part of a company that values innovation, user-centricity, and a bold mission to combat loneliness through engaging digital experiences.
• Take pride in being part of a team that is already recognized among the Top 5 streaming products in the US and Top 10 worldwide, and help us achieve our goal of breaking into the global Top 5.

🎯 Requirements

• Proven experience in a customer support role, preferably within a digital or technology-focused environment.
• Excellent written and verbal communication skills in English (B1+ proficiency required).
• Proficiency in using customer support software, including ticketing systems and live chat platforms.
• Strong problem-solving abilities and a knack for troubleshooting technical issues.
• Ability to work independently and manage time effectively during evening and night shifts.
• Empathetic and patient demeanor, with a strong focus on user satisfaction.

🏖️ Benefits

• Structured onboarding process with dedicated mentorship to ensure a smooth transition.
• Opportunities for professional growth and career advancement within a rapidly expanding company.
• Regular performance reviews with constructive feedback to support your development.
• Competitive salary package commensurate with experience.
• Be part of a dynamic and innovative team working on a leading global live-streaming platform.
• Contribute to a mission-driven company focused on bringing joy and fighting loneliness through technology.

Skills & Technologies

Onsite

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United Tech

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About United Tech

United Tech is a global tech company founded in 2016 in Kyiv, Ukraine, by Alex Soroka. They build their own mobile and web apps focused on real-time social connection — think live video, interactive chats, and massive-scale social experiences. Their products are used by millions across North America, Europe, and Latin America. Unlike agencies or outsourcers, United Tech creates and owns its platforms, constantly experimenting with how people connect online. Their team of engineers, designers, and product builders is obsessed with speed, scale, and user engagement. Mission? Simple: reinvent how the world socializes digitally — together.

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