User Support Specialist - Remote

Overview

As a podcast subscriptions support specialist for Supporting Cast, you’ll provide assistance to a growing premium podcast audience on behalf of leading audio publishers like NPR, SiriusXM, and NBC. This is a great opportunity for someone who's trying to break into podcasting or the technology industry. Supporting Cast is a fast-growing company with opportunities for career growth.

In Short

• Provide direct support to podcast listeners who subscribe to paid subscription podcasts.
• Assist listeners with signing in, updating payment methods, and troubleshooting issues.
• Respond quickly, clearly, and kindly to customer inquiries.
• Work closely with success and engineering teams to identify bugs and suggest improvements.
• Be available to work at least 30 hours a week with some morning availability (Eastern Time).
• Contribute to written support materials including knowledge base articles.
• Develop automations to provide more efficient support.
• Think critically about each problem and go beyond scripted answers.
• Maintain a human touch in customer service.
• Work in a 100 percent remote team environment.

Requirements

• Resourcefulness in finding creative solutions to user problems.
• Independence and self-motivation.
• Efficiency in developing systems and processes.
• Ability to prioritize requests effectively.
• Technical aptitude and willingness to learn new technologies.
• Strong written communication skills.
• Prior help desk experience preferred but not required.
• Familiarity with Freshdesk and podcast subscriptions is a plus.

Benefits

• Medical and dental benefits.