User Support Specialist

Rumble
is a high-growth video platform and cloud services provider that is creating an independent infrastructure. Our mission is to restore the internet to its roots by making it free and open once again.

What You Will Do:
Rumble is seeking a customer-centric, user-first, tech-savvy
User Support Specialist
to support our innovative suite across all verticals of the platform, including:

• Video on Demand –
• Crypto Wallet Integration – Rumble Wallet
• All-in-One Content Studio for Livestreaming – Rumble Studio

Who We Are:
Our customer support agents thrive at the intersection of technical expertise, emotional intelligence, and a relentless drive for customer satisfaction.

• Exceptional agents are active listeners who go beyond surface-level problems. They communicate clearly and adapt their tone to meet each customer's emotional and technical needs. Empathy is key—we value agents who can connect with users while staying calm and professional.
• Great agents think critically and creatively. They ask the right follow-up questions, dig deeper to uncover root causes, and offer solutions that go beyond the standard playbook. Resourcefulness and collaboration across teams are vital here.
• Our best agents develop deep expertise in Rumble's products, policies, and tools. You'll be expected to ask a million questions in your first few months—your curiosity will be your superpower in helping us build the best possible platform.
• We understand that not every user will be tech-savvy. That's why your ability to de-escalate, stay calm, and maintain a helpful attitude matters so much. We support our users—and each other—with empathy.
• Great support doesn't end when the ticket is closed. Our agents see each issue through to resolution, proactively follow up, and take pride in delivering complete, satisfying outcomes.

Key Responsibilities:

• Respond promptly to inbound customer inquiries via email. Provide technical and functional support across:

• Livestreaming tools

• Multi-channel broadcasting

• Crypto wallet setup, usage, and troubleshooting

• Diagnose and resolve issues related to:

• Streaming quality

• Wallet transactions
• Studio configurations
• Website bugs

• Identify platform bugs, user errors, and workflow gaps. Escalate as needed.

• Work closely with support leadership to relay technical issues and user feedback. Ensure timely resolution and follow-ups on escalated tickets.

• Contribute to internal and external documentation: FAQs, troubleshooting guides, onboarding flows, and more to reduce incoming support volume and empower users to self-solve.
• Proactively gather and relay user feedback to help refine product features and advocate for customer needs in roadmap discussions.

Required Qualifications:

• Familiarity with:

• Video platforms (e.g., Rumble, YouTube, Twitch)

• Streaming tools (e.g., OBS, Streamlabs, RTMP protocols)
• Basic understanding of crypto wallet technologies

• Digital media workflows and blockchain fundamentals (a plus)

• Clear, confident communicator with the ability to explain complex concepts in an approachable, easy-to-understand way.

• Demonstrated experience diagnosing and resolving technical or UX issues, ideally in real-time environments like streaming or crypto transactions.
• Able to resolve individual tickets with care while noticing broader trends and systemic issues.
• Experience writing clear, concise internal or user-facing content. Prior knowledge base contributions are highly valued.
• Thrives in fast-moving environments where priorities shift and products evolve rapidly.

• Proficient with:

• Ticketing systems (e.g., Zendesk, Freshdesk)

• Remote support tools
• Standard productivity suites (e.g., Google Workspace, Notion, etc.)

Nice to Have:

• Experience supporting content creators, influencers, or streamers
• Familiarity with: crypto wallets, seed phrases, transaction tracking and/or wallet integrations

Annual Compensation Range:
$71,000-$89,000 CAD base + benefits + equity

Note: The salary range listed for this position is a good faith estimate based on experience, qualifications, and internal compensation structure. The actual salary offered varies depending on the candidate's skill level and experience.

Why Our Team Loves Working Here:

• We are making a significant financial impact for our video creator community; we're proud of their success stories
• We enjoy challenging the status quo and going head-to-head against Big Tech
• We aren't afraid to try new things; we act fast and want to win
• We pay competitive salaries and provide great benefits

EEO Statement:
Rumble is an equal opportunity employer.  We promote an equal playing field where everyone has the same opportunities regardless of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. Rumble is an active participant in the e-verify program.

Physical demands of the position:
While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time while using a computer and/or keyboard. The employee is required to communicate verbally and hear. The employee may be required to walk, reach with hands and arms, balance, and stoop or kneel. The employee may occasionally be required to lift and/or move up to 15 pounds. Specific vision abilities required by this job include clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including the use of computers.