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Hiring: User Support Specialist

Podchaser, the industry leader and gold standard in podcast data, is looking an enthusiastic and customer-focused User Support Specialist to join our team at Podchaser. As a key member of our support team, you will have the opportunity to make a real impact on the user experience of our platform and help ensure that our users have the best possible experience. If you are a problem-solver with excellent communication skills and a passion for helping others, we encourage you to apply for this exciting role.

Your Responsibilities

  • Monitor and triage Podchaser’s support inbox
  • Communicate with users to resolve issues.
  • Use internal tools to test and solve support tickets
  • Escalate unresolved issues to the appropriate team
  • Help gather information for articles for common questions and issues
  • Help identify trends and patterns in user feedback
  • Help create and achieve individual and team performance metrics
  • Be an advocate for users in internal strategy conversations

Job Requirements

  • Fluent written English, excellent spoken English
  • Experience in a support role communicating with external users/clients
  • Proficient in Google Docs
  • Available to work during continental US business hours
  • Strong problem-solving abilities
  • Proactive and self-motivated approach
  • Excellent organizational and time management skills
  • Ability to write clear and concise instructions
  • Demonstrated compassion and ability to work with diverse teams
  • Team-oriented, but able to work independently as needed
  • Preferred: Bilingual in Spanish

You’ll Stand Out If 

  • Podcasting industry expertise
  • Proficiency in Slack, Asana, and Knowledge Base Systems (i.e. Guru/Trainual)
  • API and technical support experience
  • Experience using customer support/service tools (Bonus: Intercom)

Company Perks

  • Fully remote, 100% virtual work in a high-growth, high-flexibility environment
  • Great benefits including health, dental, vision, 401 w/ match, mobile reimbursement plan, generous PTO, and more
  • Supportive and fun work environment. Learn more about our 5-star work culture on GlassDoor

Apply Now

Please visit the job post directly or send a resumé and cover letter to [email protected] with the subject line: “Support”.