Customer Success Specialist

Description of the offer

What you will do

• Accurately troubleshoot and solve customer inquiries via email, phone and chat while providing thoughtful customer service along the way.
• Troubleshooting technical issues (including those on topics like plugins, embeds, and API & zapier integrations) and coordinating resolutions with assistance from the appropriate teams.
• Tracking and meeting internal SLA goals on a weekly basis.
• Assist with the maintenance and updating of our knowledge base.
• You’ll become an expert of the Supercast platform, familiarizing yourself with new and existing features and functionality as our product evolves.
• Be the creator champion, liaising with internal teams to ensure a great customer experience and sharing insights that will make our product even better.

The ideal candidate will have:

• 1-2+ years experience in customer support, ticketing support, or customer service.
• Excellent written and communication skills, with a knack for explaining technical things with grandma-level-complexity.
• Familiarity with (or the ability to quickly learn) various applications: Helpscout, Notion, Slack, Stripe, PostMark, Google Suite.
• Organized and able to prioritize tasks in a dynamic environment.
• Continuously striving for growth by asking questions and seeking opportunities to learn.

• Experience with membership or subscription services (e.g. Patreon)
• A strong understanding of common tech stack tools to sell online, such as email marketing, product launch strategies, CRMs, website platforms etc.
• Experience with podcasting, or the wider creator economy (e.g. YouTube, Teachable, Thinkific)

Why you’ll love working at Supercast

• You’ll get to be at the heart of a movement that empowers podcasters to earn money directly from their fans.
• We’re a mission-led team that cares deeply about the creators that we serve, the way we build a product and a passionate team culture where we can do our best work togetherYou’ll get to work for a remote-first company with current team members across North America. (Your primary work window should be within 3 hours of Pacific Standard Time.)
• As well as a competitive salary you’ll receive all the equipment you need to do a great job, full medical/dental benefits, unlimited paid vacation and exercise reimbursements to stay fit.
• We’re well funded, have incredible investors & advisors and are backed by Tiny, a diverse family of companies that prides itself on crafting well-designed, wonderful internet experiences.

To apply: https://weworkremotely.com/remote-jobs/supercast-customer-success-specialist

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