At Supporting Cast, we help your favorite podcasts—shows from leading publishers like NPR, SiriusXM, and NBC, as well as beloved independents—build sustainable businesses through paid subscriptions. We're looking for a Podcast Support Specialist to join our small, high-impact team and be the friendly, reliable voice for listeners across every show on our platform.
You'll be the first point of contact for listeners who need help signing up, logging in, managing a subscription, or getting a podcast app set up correctly. This is a part-time, listener-facing role. You'll play a key part in making sure paying subscribers have a great experience.
What You'll Do
- Respond to inbound listener questions via email (sign-up issues, login problems, billing questions, gift redemption, and podcast app setup)
- Troubleshoot common listener issues
- Flag recurring issues or trends in ticket volume to the team
- Look up listener accounts and take action within policy (updating account details, issuing refunds or receipts, resolving billing discrepancies)
- Explain how premium feeds, gifting, and subscription plans work in clear, friendly language
- Recognize outstanding issues or platform bugs and route them to the right internal team
- Keep internal FAQs and documentation up to date
Must-Haves
- 1–2 years of experience in a customer support role - SaaS, subscriptions, or consumer apps a plus
- A genuine customer-first mindset - You take pride in making listeners feel taken care of
- Excellent written communication - Clear, warm, and patient, even when explaining something technical to someone who isn't
- A problem-solving mindset - Resourceful, curious, good at interpreting problems and breaking them down
- Good judgment about what to resolve directly versus what to escalate
- Reliable and organized - Comfortable owning a queue of tickets on a part-time schedule
Nice to Have
- Experience with subscription or membership businesses (Patreon, Substack, etc.)
- Familiarity with podcast apps and RSS feeds from a listener's perspective
- Experience with support or ticketing tools (Zendesk, Help Scout, Intercom, etc.)
- Genuine interest in podcasting or the broader creator economy
Skills Required
- 1-2 years of experience in a customer support role
- Customer-first mindset
- Excellent written communication
- Problem-solving and troubleshooting skills
- Good judgment about resolving issues versus escalating them
- Reliability and organization while managing a ticket queue
- Experience with subscription or membership businesses
- Familiarity with podcast apps and RSS feeds
- Experience with support or ticketing tools such as Zendesk, Help Scout, or Intercom
- Interest in podcasting or the creator economy
What We Do
Slate is a daily online magazine and podcast network that helped invent the voice of the web. Founded in 1996, Slate is a general-interest publication offering analysis and commentary about politics, news, business, technology, and culture. Slate’s strong editorial voice and witty take on current events have been recognized with numerous awards, including the National Magazine Award for General Excellence. Slate’s podcast network, established in 2005 with the launch of Political Gabfest, produces more than 20 podcasts, including Slow Burn, Culture Gabfest, What Next, Decoder Ring and more. Slate.com reaches more than 25M unique visitors and averages more than 40M pageviews every month. Slate's podcast network garnered more than 190 million downloads in 2022.
