Customer Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Address customer inquiries through Intercom live chat and email, delivering prompt, precise, and courteous assistance.

• Assist reporters and media creators in navigating the platform and effectively posting source requests.

• Support experts and PR professionals in account setup, verification, and general platform operations.

• Diagnose technical issues and know when to escalate them to the appropriate internal team.

• Confirm user accounts and uphold platform trust and safety standards.

• Recognize trends in support conversations and highlight recurring issues or areas for enhancement.

• Maintain a helpful and professional demeanor across all customer interactions, even in challenging circumstances.

• Contribute to side projects such as reviewing user reports to ensure platform integrity.

⛳️ Requirements

• 1 to 3 years of experience in customer support, customer success, or a client-facing position.

• Familiarity with a help desk or support platform (Intercom experience is highly preferred).

• Exceptional written communication skills, with the capacity to tailor tone for various audiences.

• Strong problem-solving abilities and sound judgment in managing ambiguous situations.

• Comfortable in a fast-paced environment and adept at managing a high volume of conversations.

• Tech-savvy quick learner with a proven history of swiftly mastering new software tools, workflows, and platform features, ideally acquired in a tech or SaaS context.

• Dependable, detail-oriented, and capable of working independently in a remote environment.

• A calm, patient, and empathetic approach to customer interactions.

• An inquisitive nature and a genuine interest in understanding the underlying reasons for user challenges.

• Comfortable providing and receiving feedback in a collaborative team setting.

• A strong sense of ownership and commitment to follow-through.

• Adaptability in response to shifting priorities or the introduction of new processes.

• A collaborative and positive attitude that enhances team culture.

• Familiarity with the media or PR sector.

• Experience with tools such as Slack, ClickUp, or Stripe.

🏝️ Benefits

• Fully remote role.

• Mission-driven team environment.

• Authentic, community-oriented, and innovation-focused workplace.