Podcast Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address incoming listener inquiries via email regarding sign-up difficulties, login issues, billing concerns, gift redemptions, and podcast app configurations.

• Diagnose prevalent listener challenges.

• Identify recurring issues or trends in ticket volume and communicate them to the team.

• Access listener accounts and take appropriate actions within policy, such as updating account information, issuing refunds or receipts, and resolving billing discrepancies.

• Articulate premium feeds, gifting, and subscription plans in a clear and friendly manner.

• Identify critical issues or platform glitches and direct them to the relevant internal team.

• Maintain internal FAQs and documentation to ensure they are current.

• Act as the initial point of contact for listeners using Supporting Cast's podcast subscription platform.

⛳️ Requirements

• 1–2 years of experience in a customer support position.

• Experience with SaaS, subscriptions, or consumer applications is advantageous.

• A genuine customer-first attitude.

• Exceptional written communication skills.

• A problem-solving approach.

• Sound judgment on what issues to resolve directly and what to escalate.

• Dependable and organized.

• Comfortable managing a queue of tickets on a part-time basis.

• Experience in subscription or membership-based businesses is a plus.

• Familiarity with podcast applications and RSS feeds is beneficial.

• Experience with support or ticketing systems like Zendesk, Help Scout, or Intercom is desirable.

• A genuine interest in podcasting or the broader creator economy is a plus.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits program available for eligible employees.

• Three subsidized medical plans offered through Aetna.

• Two dental plans provided through Aetna.

• Flexible spending accounts.

• Remote-first working environment.

• Family-friendly team atmosphere.