Premium Podcast Support Specialist
Slate, United States

As a premium podcast support specialist for Supporting Cast, you’ll provide assistance to a growing premium podcast audience on behalf of Slate and other leading audio publishers. This is a great opportunity for someone who's trying to break into the podcast industry. Supporting Cast is a fast-growing company with opportunities for career growth.
Working remotely in coordination with our lead support specialist, you’ll respond to inbound emails, helping listeners troubleshoot issues with their podcast apps and answering subscribers’ questions about payments and account management. You will play an important role in understanding how our users navigate our partners' sites and provide regular feedback to the product and development team about how to improve our features. You will also help maintain our customer support handbook, assist with creating knowledge base content, contribute to and create new processes to improve the quality and efficiency of user support.
The candidate should be available to work at least 30 hours a week, with some morning availability (more hours may become available as our user base grows).
This is a remote position, working with a team that is 100 percent remote. Responsibilities

• Answer customer inquiries promptly
• Troubleshoot basic user issues by investigating and replicating them
• Identify, track, and communicate patterns in user issues to appropriate team members
• Contribute to written support materials including knowledge base articles and internal support documents
• Develop automations to provide more efficient support
• Set up audiobooks and promotions for our audiobook store

Requirements

• Resourcefulness: You find creative solutions to user problems
• Independence: You are self-motivated and thrive working solo
• Efficiency: You have a knack for developing systems and processes
• Ability to prioritize: You can identify which types of requests get your attention first
• Strong written communication skills
• Prior helpdesk experience preferred but not required
• Familiarity with Freshdesk and premium podcast services is a plus
• Must have some morning availability

The rate of pay is $1922/hour (dependent on experience) and the person we hire would have the opportunity to join Slate's medical and dental plans.About Supporting Cast
Supporting Cast enables podcasters and audiobook publishers to launch podcast subscription programs and sell premium audio content that listeners can access through their podcast apps. Created by Slate following the success of Slate Plus, we now work with some of the largest podcasters audiobook publishers, and companies in the world, like NPR, Procter amp; Gamble, and Malcolm Gladwell. Read about the success of Savage Love and Dunc’d On to learn more.
As an internal startup, our small team is very much part of Slate’s warm, inclusive, and unique business culture. Slate has a history of successful internal startups, having previously spun off Code3 (formerly known as Social Code) and Megaphone as successful independent companies. Our organization is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply. If you require a reasonable accommodation during the application and selection process, please let us know. We will do what we can to meet your needs.
Supporting Cast amp; Slate are affiliates of Graham Holdings. Read the Graham Holdings Company California Worker Privacy Statementhere.