Substack is building a new economic engine for culture, giving the brightest, most interesting, and most creative people on the internet the power of their own publishing platform. Substack empowers independent writers, artists, videographers, podcasters, and creators of all types to create, share, and make a living off their work through subscriptions, while offering them creative freedom, ownership, and a direct connection to their audiences.
The Substack Support Team is a small, in-house team of experts dedicated to educating and advocating for creators and empowering them to grow their businesses by supporting their subscribers at scale. We’re looking for a Support Specialist based in the UK to help us maintain our coverage for users outside of U.S. working hours, as we expand internationally.
This remote role operates on a Sunday - Thursday schedule and works 10:00 A.M. - 6:00 P.M. GMT. Candidates will be ideally located in or around London.
Responsibilities:Provide efficient, professional support to creators and subscribers via email and potentially other channels, such as live chat
Your day-to-day will consist of:
Resolving questions, bugs, feedback, and general inquiries, averaging at least 200-300 tickets per week (~80% of your time)
Participating in team meetings and project work (~20% of your time)
Create and share organized and actionable feedback for our Engineering, Product, and other teams, collaborating to resolve concerns effectively
Act as primary point of contact for internal support needs of international team members, including participating in occasional live and virtual events
Contribute to team operations via projects or areas of ownership (creating macros, publishing to knowledge bases, tracking trending issues, etc.)
Ability to work autonomously outside of working hours for US Specialists. For half your day, you’ll be the only Specialist in the Support queue.
2+ years of experience working in technical support
Experience with Zendesk and/or Stripe is a plus. Experience with payment processing systems is required.
Experience performing data analysis and utilizing AI tools is required.
Ability to support users through a variety of channels, including live.
You love helping people and find it rewarding to solve their problems.
You’re an excellent communicator, both in writing and speech.
You’re comfortable with ambiguity and working in a fast-paced, high-trust startup environment.
Alignment with Substack’s mission to build a new economic engine for culture and experience as a Substack user is required. Experience as a creator is a big plus.
Proficiency in a second language is a plus.
Substack’s compensation package includes a market competitive salary and equity for all full time roles. Our cash compensation salary range for this role is £57,000-£70,000. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.
Substack is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, national origin, veteran or disability status. We’re seeking people passionate about enabling independent expression and building a better business model for creators. If you want to see what media, communities, and content can become when unmoored from advertising models, and you have the skills and experience to contribute, we’d love to meet you.
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Top Skills
What We Do
Substack lets writers connect with their audience on their own terms and earn money doing it. We make it simple for writers to publish to an email list that they own, get discovered on the web, and charge for subscriptions. More than 500,000 people pay to subscribe to writers across the Substack network, and the top writers make millions of dollars a year. Substack’s model depends on the success of writers using Substack – we only make money when they do. “Substack makes it dead simple to start a newsletter and get paid for it.” – Judd Legum, author of Popular Information "Substack gives me a way to connect with my audience on my own terms.” – Lyz Lenz, author of God Land and Men Yell At Me Make something that matters Great writing is valuable. It respects readers' time, their intelligence, and their trust. It helps us make sense of and change the culture we live in. At Substack, we're building a business model that enables great writing to thrive. Learn more about our opportunity and mission. We are a small but growing team, and there is more to build than we could ever imagine. That’s why we need you. We aim to take pragmatic approaches to problem solving while shipping high-quality products that allow the writing on Substack to take the spotlight. Every person at the company participates in customer support. We do this to build empathy with our users and enable us to build better products. We believe that a diverse team will help us build a product that best serves the needs of a wildly diverse ecosystem of writers. So whatever your background or perspective, we’d welcome your input to help build the best possible version of Substack.
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