Support Agent

Who We Are:

At Favorited, we are redefining mobile live-streaming as a fully interactive, gamified experience. We’re dedicated to fostering deeper connections between creators and their communities through play and ensuring creators are compensated well in the process.

Our App:

• iOS
• Android
  
  
  

About the Role:

The Support Specialist – General Support will serve as the frontline for customer inquiries, handling a variety of support requests. This role is essential to ensuring users receive timely, accurate responses to their questions while addressing broader platform-related questions and technical issues. The ideal candidate is empathetic, organized, and experienced in troubleshooting issues and creating user-facing help articles to assist with common inquiries, ensuring users can troubleshoot basic issues independently.

Apply to this position if you:

• Enjoy providing empathetic, efficient customer support across a wide range of issues.
• Are excited by the opportunity to build relationships with users while problem-solving across different areas of the platform.
• Are highly organized, balancing general support inquiries with more complex investigations.
• Thrive in a collaborative environment and are eager to work with cross-functional teams to improve the user experience.
  
  
  

Who You Are:

• Customer-Focused: You are passionate about supporting users and have a strong sense of empathy for their needs.
• Organized & Analytical: You are detail-oriented and capable of handling multiple cases simultaneously without losing accuracy.
• Tech-Savvy: You have experience with mobile apps and understand how live-streaming platforms work.
• Proactive Problem Solver: You anticipate user issues before they escalate and work diligently to prevent them.
• Excellent Communicator: You can clearly explain processes and resolutions to users, both verbally and in writing.
  
  
  

What You Will Do:

As a Support Specialist – General Support, you will play a key role in ensuring the overall satisfaction of our users by providing support for general platform issues.

• Handle General Support Inquiries: Respond to user questions and technical issues across the platform, including account management, live-streaming tools, and app navigation.
• Escalate Complex Cases: Work with engineering and product teams to escalate technical issues or broader platform bugs that require further investigation.
• Enhance Support Processes: Collaborate with internal teams to improve customer support workflows, streamlining processes and reducing common user pain points.
• Create Help Articles & Guides: Develop and maintain user-facing support documentation, FAQs, and troubleshooting guides to empower users to resolve common issues independently.
• Document & Report: Maintain detailed logs of support interactions, recurring issues, and user feedback, contributing to overall improvements in the support system.
• User Education: Assist users by providing resources and clear instructions to help them navigate app features and general troubleshooting.
  
  
  

What We Are Looking For:

We are seeking a reliable, customer-oriented support specialist with experience in resolving user inquiries. The right candidate is proactive, communicative, and driven by a desire to ensure users have an excellent experience on our platform.

Experience:

• 2 years in a customer support role, ideally within gaming, live-streaming, or app-based platforms.
• Technical Knowledge: Ability to troubleshoot issues and liaise with internal technical teams.
• Communication Skills: Strong written and verbal skills for clear and empathetic communication with users.
• Problem-solving Ability: Capacity to analyze complex issues and recommend process improvements.
• Attention to Detail: High level of accuracy in documenting user interactions and data.
  
  
  

Where You’ll Work:

This is a full-time position at our Santa Monica office. Remote may be considered for the right candidate.

At Favorited, we value the dedication and hard work of every team member. Join us as we redefine mobile live-streaming and empower creators to thrive.