Customer Support Specialist (Evening and Night shifts)

United Tech is a top 5 live-streaming platform in the US connecting 400K+ monthly active users through live events and real-time community experiences. We are seeking a Customer Support Specialist for evening and night shifts to be the first point of contact for users, handling support via email and live chat while reducing resolution time and strengthening collaboration between Support, QA, and Compliance teams.

• 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 including SLA, tone of voice, and 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

• Open to shift-based work (evenings now, night shifts in the future)
• Understanding of customer-facing roles (customer support, success, client service, or related roles)
• English level B1+ with strong written communication skills
• Ability to write clearly, politely, and grammatically correct
• Proactive and able to make decisions independently
• Plus: Experience with ticketing systems (Zendesk, Intercom, or Freshdesk), IT background or experience with tech products, understanding of support KPIs (CSAT, response time, SLA)

Benefits:

• 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

Work Environment:

• Work from Kyiv hub or remotely with flexible schedule
• Modern equipment or depreciation of your own tools
• Collaboration with highly-skilled Middle and Senior professionals
• Performance-oriented reviews and Individual Development Plans (IDPs)
• Reimbursement for professional courses and English classes
• Corporate library, book club, and knowledge-sharing events