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Customer Support Representative

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StreamElements provides production, monetization, audience engagement, and influencer marketing tools and services for livestreams and videos on demand. Our tools power over 1.8 million digital content creators. StreamElements also works with brands across all industries who want to sponsor content creators, providing them with performance marketing campaigns at scale.

We are looking for a Customer Support Representative who is passionate about gaming and content creation, with several years of customer service experience. In this role, you'll be crucial in ensuring our creators' satisfaction by being an excellent, service-oriented communicator who can earn their trust and loyalty while following company policies.

This position is a full-time remote position and requires your availability to work 1 PM to 9 PM Pacific Standard Time Zone, 5 days a week, 8 hours a day (40 hours week) with a flexible weekday/weekend schedule

Responsibilities:

Resolve creators' queries, recommend effective solutions, and guide users through our products' features and functionalities.
Manage communication through various channels, including email, messaging, social media, and other platforms, providing timely and effective support.
Escalate queries and concerns when necessary.
Follow communication procedures, guidelines, and policies.
Record customer interactions, feedback, and complaints in the company database.
Create and enhance “self-help” resources to improve user support.
Participate in feature testing with the product team and collaborate with other departments to drive positive changes in ongoing projects.
Achieve or exceed performance goals, including customer satisfaction, quality scores, and resolution times.
Share feedback with the manager and other teams to enhance creator experiences and refine business processes.

Required Skills and Qualifications:

Experience in technical support roles with a focus on customer service.
Familiarity with StreamElements tools.
Ability to promote and upsell products or services.
Familiarity with CRM systems and practices.
Excellent proficiency in English, both spoken and written.
Familiarity with the Twitch.tv ecosystem and streaming software.
Strong analytical and problem-solving skills to diagnose problems and recommend effective solutions.
Customer-oriented with the ability to adapt and respond to different personalities.
Ability to multi-task, prioritize, and manage time effectively.
Teamwork skills to collaborate with representatives and coworkers in other departments.
Shift Flexibility as this shift will require occasionally to work an earlier shift based on the team coverage requirement.

Preferred Skills and Qualifications:

Knowledge of HTML, CSS, and JavaScript.
Experience as a streamer or moderator on Twitch.tv.

The compensation range for this role applies only to the United States and is determined by various factors, including skills, training, certifications, and experience. The estimated base salary for this position is between $40,000 and $55,000, plus applicable benefits such as health, dental, vision, and 401(k).

Global Benefits & Perks:

Remote First - We'd been remote from the start (with a gathering space in Tel Aviv) and offer stipends for home office setup while making sure you have all of the tech you need to collaborate with your colleagues
Global Employees - With employees in over 25 countries, we are a true global community, reflective of our diverse creator user base
Diversity and Inclusion - Innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities
Internal Mobility Program - Development and career growth opportunities within, between, and across teams
Paid Time Off - Take the time you need to rest, relax, and make sure you can bring your best self to work
Equity- Every employee has the opportunity to own a portion of the company through our Employee Stock Options Plan

StreamElements Glassdoor Company Review

3.4

StreamElements DE&I Review

No rating

CEO of StreamElements

Gil Hirsch

Approve of CEO

Average salary estimate

$47500 / YEARLY (est.)

min

max

$40000K

$55000K

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What You Should Know About Customer Support Representative, StreamElements

At StreamElements, we're on the lookout for an enthusiastic Customer Support Representative to join our remote team in North America. If you're passionate about gaming and content creation, and possess a few years of customer service experience, this could be the perfect role for you. As a vital part of our customer support team, you'll be responsible for ensuring the satisfaction of our creators by providing top-notch, service-oriented communication. Your day-to-day will involve resolving queries, guiding users through our product features, and managing communications across various platforms like email and social media. We’re looking for someone who can effectively showcase our tools while earning the trust and loyalty of our customers. In this full-time position, you’ll work from 1 PM to 9 PM Pacific Time, with some flexibility based on our team’s needs. Along the way, you'll collaborate with our product team on feature testing, record customer interactions, and create resources to enhance user support. Ideally, you should have experience in technical customer service roles, be familiar with our tools, and possess excellent English communication skills. Plus, if you have a background in Twitch streaming or knowledge of HTML, CSS, and JavaScript, that’s a significant bonus. Enjoy the perks of remote-first work, a supportive global community, and a chance to grow in your career. Join us at StreamElements and be part of a company that celebrates diversity and offers a vibrant work culture!

Frequently Asked Questions (FAQs) for Customer Support Representative Role at StreamElements

What are the primary responsibilities of a Customer Support Representative at StreamElements?

As a Customer Support Representative at StreamElements, your main responsibilities will include resolving creators' queries, guiding users through our product features, and managing communications through channels like email and social media. You will also escalate issues when necessary, follow company policies, and participate in enhancing self-help resources for users.