Podcast Support Specialist

📋 Description

• Respond to inbound listener questions via email (sign-up issues, login problems, billing questions
• 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
• 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

🎯 Requirements

• 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
• A problem-solving mindset - Resourceful, curious, good at interpreting problems and breaking them
• 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

🎁 Benefits

• Comprehensive benefits program that gives eligible employees the flexibility to choose the right
• Three subsidized medical plans and two dental plans, provided by Aetna, which can be paired with