User Support Specialist

Podcast Subscriptions Support Specialist

About Slate

Slate is a podcast monetization platform dedicated to empowering top publishers to offer premium subscription content. As a fully remote company, we are passionate about the future of listener-supported media and fostering a collaborative, growth-oriented environment.

Job Description

We are seeking a resourceful and tech-savvy Podcast Subscriptions Support Specialist to join our growing team. You will be the first point of contact for podcast listeners experiencing subscription issues, providing timely and effective solutions.

Responsibilities:

• Troubleshoot user problems, identify recurring issues, and communicate findings to the team.
• Contribute to the development of comprehensive support materials and explore automation opportunities to enhance efficiency.
• Collaborate closely with success and engineering teams to improve support processes and user experience.

Qualifications:

• Proven experience in a help desk or customer support role.
• Excellent written communication skills and a knack for clear, concise explanations.
• Strong technical aptitude with the ability to learn new technologies quickly.
• Familiarity with Freshdesk and podcast subscriptions is a plus.

Compensation & Benefits:

• $19-$22/hour (dependent on experience)
• Comprehensive medical and dental benefits
• Opportunities for career growth within a dynamic and expanding company

Qualifications

Required:

• 1+ year of experience providing customer support in a fast-paced environment.
• Excellent written communication skills with the ability to clearly and concisely explain technical information to non-technical users.
• Strong problem-solving abilities and a resourceful approach to identifying solutions.
• Technical aptitude and a willingness to learn new technologies quickly.
• Ability to work independently and manage multiple tasks simultaneously.

Preferred:

• Experience with help desk software such as Freshdesk.
• Familiarity with podcast subscriptions and monetization platforms.

Key Responsibilities:

User Support:

• Respond to user inquiries via email, chat, and phone regarding podcast subscription issues.
• Troubleshoot technical difficulties and provide clear, concise solutions to users.
• Accurately document user issues and resolutions in the support ticketing system.

Knowledge Base & Process Improvement:

• Contribute to the development and maintenance of a comprehensive knowledge base of subscription-related FAQs and troubleshooting guides.
• Identify recurring user issues and collaborate with the team to develop solutions and automations to improve support efficiency.
• Participate in ongoing training and development to stay up-to-date on product features and best practices.

Slate's Hiring Workflow for Podcast Subscriptions Support Specialist

1. Application Review: Candidates submit resumes and cover letters highlighting relevant experience and skills.

2. Phone Screening: Qualified applicants participate in a brief phone interview to assess communication skills and basic understanding of the role.

3. Skills Assessment: Short, online assessments evaluate technical aptitude, problem-solving abilities, and written communication.

4. Video Interview: Top candidates engage in a video interview with the hiring manager to discuss their experience, motivations, and fit within the team.

5. Reference Checks: Finalists undergo reference checks to verify previous performance and work ethic.

6. Offer & Onboarding: Selected candidate receives a formal offer and embarks on a comprehensive onboarding process to integrate seamlessly into the team.

About Supporting Cast

Supporting Cast is a fully remote company dedicated to empowering podcast creators through innovative monetization solutions. We believe in the power of listener-supported media and provide top publishers with the tools to offer premium subscription content.

Our platform helps creators build sustainable businesses around their passion projects, fostering a thriving ecosystem for independent voices. We're a fast-growing company with a strong commitment to our team's growth and development, offering exciting opportunities for career advancement.