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, Slate, Vox, and NBC. This is a great opportunity for someone who's trying to break into podcasting or the industry. Supporting Cast is a fast-growing company with opportunities for career growth.

Working remotely in coordination with our lead support specialist, you’ll respond to inbound emails, helping listeners troubleshoot issues with their podcast apps and answering subscribers’ questions about payments and account management. You will play an important role in understanding how our users navigate our partners' sites and provide regular feedback to the product and development team about how to improve our features. You will also help maintain our customer support handbook, assist with creating knowledge base content, and create new processes to improve the quality and efficiency of user support.

The candidate should be available to work at least 30 hours a week, with some morning availability (more hours may become available as our user base grows).

This is a remote position, working with a team that is 100 percent remote.

Responsibilities

• Answer customer inquiries promptly
• Troubleshoot basic user issues by investigating and replicating them
• Identify, track, and communicate patterns in user issues to appropriate team members
• Contribute to written support materials including knowledge base articles and internal support documents
• Develop automations to provide more efficient support
• Set up audiobooks and promotions for our audiobook store

Requirements

• Resourcefulness: You find creative solutions to user problems
• Independence: You are self-motivated and thrive working solo
• Efficiency: You have a knack for developing systems and processes
• Ability to prioritize: You can identify which types of requests get your attention first
• Strong written communication skills
• Prior helpdesk experience preferred but not required
• Familiarity with Freshdesk and premium podcast services is a plus
• Must have some morning availability