Podcast Support Specialist

<h3>Accountabilities</h3><li>Respond to incoming listener inquiries through email, providing timely, friendly, and accurate assistance with registration, login difficulties, billing questions, subscription management, gift redemption, and podcast app configuration.</li><li>Troubleshoot common account, subscription, and technical issues, guiding listeners through clear, step-by-step solutions that accommodate different levels of technical knowledge.</li><li>Review listener accounts and take appropriate action within established policies, including updating account information, issuing refunds or receipts, and resolving billing discrepancies.</li><li>Explain premium podcast feeds, subscription plans, gifting options, and account features in accessible language to help listeners understand and use the platform effectively.</li><li>Investigate support requests, identify underlying problems, and determine whether issues can be resolved directly or require escalation to another internal team.</li><li>Recognize recurring issues, platform bugs, and patterns in ticket volume, communicating relevant findings to help improve service quality and platform reliability.</li><li>Escalate unresolved technical problems and account-related concerns to the appropriate teams, providing clear documentation and relevant context to facilitate efficient resolution.</li><li>Maintain and update internal FAQs, troubleshooting guides, and support documentation to ensure information remains accurate, useful, and easy to follow.</li><li>Manage an assigned queue of support tickets independently, maintaining organization, attention to detail, and consistent service quality throughout scheduled working hours.</li><li>Contribute to a positive subscriber experience by demonstrating empathy, patience, sound judgment, and a strong commitment to customer satisfaction.</li><li>Collaborate with colleagues to share insights, improve support processes, and identify opportunities to make subscription management and podcast listening more straightforward.</li><h2>Requirements</h2><li>One to two years of experience in a customer support or customer service role, preferably within SaaS, subscription services, digital media, or consumer applications.</li><li>A strong customer-first mindset and genuine enthusiasm for helping people resolve problems and feel supported throughout their interactions.</li><li>Excellent written communication skills, with the ability to write clear, warm, professional, and patient responses, including when explaining technical concepts to nontechnical users.</li><li>Strong troubleshooting and problem-solving abilities, including the capacity to investigate unfamiliar issues, interpret information, identify possible causes, and develop practical solutions.</li><li>Good judgment when deciding which issues to resolve independently and which to escalate to technical or operational teams.</li><li>Strong organizational skills and reliability, with the ability to manage a support ticket queue, prioritize requests, and maintain accurate account records within a part-time schedule.</li><li>Attention to detail when handling subscription information, billing questions, refunds, receipts, and account updates.</li><li>Ability to work independently in a remote environment while collaborating effectively with a small, distributed team.</li><li>Familiarity with subscription or membership-based businesses and services, such as Patreon or Substack, is an advantage.</li><li>Familiarity with podcast applications and RSS feeds from a listener's perspective is desirable.</li><li>Experience using customer support and ticketing platforms, such as Zendesk, Help Scout, or Intercom, is a plus.</li><li>A genuine interest in podcasting, digital content, online communities, or the broader creator economy is highly valued.</li><li>Adaptability, curiosity, initiative, and a willingness to learn new tools, systems, and support procedures.</li><h2>Benefits</h2><li>
<strong>Competitive hourly pay:</strong>$19–$22 per hour, depending on relevant experience and qualifications.</li><li>
<strong>Remote-first work environment:</strong>Work remotely from within the United States.</li><li>
<strong>Part-time opportunity:</strong>A listener-facing support position offering the opportunity to take ownership of your work and responsibilities.</li><li>
<strong>Healthcare coverage:</strong>Access to three subsidized medical plan options through Aetna for eligible employees.</li><li>
<strong>Dental insurance:</strong>A choice of two dental plan options through Aetna for eligible employees.</li><li>
<strong>Flexible spending accounts:</strong>Options to help manage eligible healthcare and related expenses, subject to plan terms.</li><li>
<strong>Family-friendly culture:</strong>A supportive, collaborative environment that values employee well-being and work-life balance.</li><li>
<strong>Professional development:</strong>Opportunities to strengthen customer service, troubleshooting, digital platform, and technical support skills.</li><li>
<strong>Meaningful ownership:</strong>The opportunity to contribute directly to subscriber satisfaction, improve support processes, and help establish high standards for a growing support team.</li><li>
<strong>Collaborative startup environment:</strong>Work within a small, remote team where initiative, thoughtful problem-solving, and continuous improvement are valued.</li><li>
<strong>Digital media exposure:</strong>Gain experience in podcast subscriptions, creator monetization, premium content distribution, and the evolving digital audio ecosystem.</li>