Customer Support Manager, Restream
More information about location
Browser-based live-streaming platform
Open for applications
Browser-based live-streaming platform
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To empowering brands to create and connect through live video.
Role
Who you are
- 5+ years of experience in Customer Support, with at least some in a leadership role (people management)
- Proven experience coaching, developing, and leading a high-performing team
- Proficiency in help desk platforms and tools (Intercom preferred)
- Tech-savvy, with prior experience in technical support and troubleshooting
- A track record of implementing process improvements that enhance the user experience
- Strong analytical skills, with an ability to identify trends and advocate for user needs
- Skilled in change management and elegant problem-solving
- Excellent written and verbal communication skills—you set the standard for customer interactions
- Familiarity with live streaming will be a plus
- While this position is remote, the schedule will be from 2 PM to 11 PM UTC
What the job involves
- As a Customer Support Manager, you will lead, develop, and inspire a team of Support Representatives to provide world-class assistance. You’ll be responsible for team performance, engagement, and operational improvements while championing Restream’s product and values.
- You’re a strong people manager and empathetic leader who thrives on coaching, solving problems, and fostering collaboration. You’re also an advocate for cross-team initiatives, ensuring that Support insights are escalated and contribute to product enhancement, strategy building, and priority setting
- Lead, coach, and develop a team of 5–10 Support Representatives
- Maintain high-quality support, driving continuous improvements in response times, resolution rates, and customer satisfaction
- Act as a bridge between Support and other teams, ensuring customer feedback informs product and operational decisions
- Identify opportunities to enhance workflows, leveraging automation, AI tools, and process improvements
- Provide clear performance expectations and feedback to empower your team’s growth
- Foster a customer-focused culture that promotes empathy and accountability
- Monitor and report on key Support metrics, ensuring data-driven decision-making
- Oversee and refine AI chatbot performance, ensuring accurate and helpful responses
- Take the lead on special projects and strategic initiatives that elevate Support’s impact
Our take
Restream is a robust ecosystem of tools which enable creators and enterprises to stream live and pre-recorded content across various social platforms simultaneously. Removing the need to switch between tabs to chat and engage with an audience, Restream allows users to read and reply on one screen.
With implications for those wanting to connect with their audience across all channels, the company offers a scheduling service and automated recorded video broadcasts, as well as analytics to measure success using data-driven insights, all visible in one place. This alleviates the need for extra tools and shifting between different pages to collect data. Restream's platform is trusted by millions of businesses, including Microsoft, Adobe and BMW.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2020
$50m
SERIES A
Mar 2019
$2.7m
SEED
Total funding: $60.6m
Company benefits
- Startup environment and a flat company structure
- Work closely with founders and team to build and grow the product
- Direct influence and impact on the direction of the product and development
- The ability to create something that influences people's lives
- Equity options
- Gear
- Health, dental & vision
- Flexible PTO
Company HQ
Congress Avenue Historic District, Austin, TX
Leadership
Andrew Surzhynskyi
(Co-Founder & CTO)They worked for almost 2 years as a Freelance Software Engineer, before working for a year at Tutorsband.com. They co-founded Restream in December 2014.
Alexander Khuda
(Co-Founder & CEO)They studied at the National Technical Institute of Ukraine before founding Praeda Agency, AutoMag, MetoYou, and Tutorsbrand. They left their position at the latter as CEO to co-found Restream in 2014.
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