Customer Service & Community Specialist

About the company

Eklipse.gg is an AI-powered content creation platform built for gamers and streamers. We automatically capture the best moments from Twitch, YouTube, and Facebook Gaming streams and transform them into high-quality short-form videos for platforms like TikTok, Instagram Reels, and YouTube Shorts. Our mission is to empower creators to grow their presence with less effort and more impact. With smart automation, seamless integrations, and easy-to-use tools, Eklipse helps streamers focus more on playing—and less on editing. Our users are primarily based in the United States and English-speaking countries across Europe, and they’re deeply passionate about gaming, streaming, content creation, and sharing their epic moments with the world.

Your tasks

We are looking for a highly motivated Customer Support & Community Specialist who is fluent in English and has a passion for both helping users and engaging with gaming communities. You will address user inquiries, resolve issues, and actively contribute to community engagement strategies. Your work will directly impact our vibrant gaming community's user satisfaction, retention, and growth. Key Responsibilities:

• Key Responsibilities: Provide timely and professional support to users through various channels (e.g., email, Discord, social media, live chat), with a strong focus on follow-up — proactively follow up with users until their issues are fully resolved, and follow up internally with the product and dev teams on escalated issues or feedback to ensure nothing is left open.
• Collect user insights from the community (complaints, reviews, feature requests, issue inquiries), analyze community trends and pain points, and deliver data-backed recommendations to the product team — acting as the voice of the community to ensure user feedback is heard internally.
• Manage and grow the Eklipse.gg community across platforms such as Discord, Reddit, and Twitter; plan and execute community events, contests, or initiatives to boost engagement.
• Produce weekly data-backed community and support reports covering complaint volumes, sentiment trends, review summaries, and issue inquiries; use these insights to drive end-to-end CS process improvements that reduce follow-up issues and increase ticket success rates.
• Maintain a strong understanding of Eklipse.gg features and updates to provide accurate information.

Requirements

• Fluent in English (spoken and written) — required for daily communication with global users and internal teams.
• Proven experience in customer support, community management, or similar roles, with demonstrated follow-up discipline (closing issues with users and coordinating with internal teams until resolution).
• Passion for gaming and familiarity with streaming platforms (e.g., Twitch, YouTube, TikTok); knowing the streaming and gaming industry is a strong plus.
• Strong communication and interpersonal skills, with the ability to translate community feedback into clear, actionable product suggestions.
• Strong analytical skills — comfortable compiling data (ticket volumes, resolution rates, CSAT) into reports and extracting actionable insights.
• Experience in preparing weekly and monthly reports on user inquiries and communicating issues to management.
• Experience with identifying and improving support workflows — reducing repeat contacts and improving resolution quality (process improvement experience is a plus).
• Experience with tools such as Discord, Zendesk, Jira, or similar.
• Able to multitask and adapt in a fast-paced, remote working environment.
• Flexible with working hours and able to coordinate with global teams across different time zones.
• Self-driven, proactive, and solution-oriented.