User Support Specialist
Substack
Support at Substack
At Substack Support, we put our writers and readers first. As a User Support Specialist, you will be joining our Support team focused on answering questions from our readers and writers related to the general use of the platform, troubleshooting, and questions related to Substack’s features and functionality. We move efficiently, quickly, and strategically. This is an exciting, high impact role on a growing team that’s committed to not letting users fall through the cracks. This remote role operates on East Coast hours.
Responsibilities
- Positively and professionally provide service and support to readers and writers via email
- Collaborate daily with internal teams and colleagues to resolve customer concerns effectively
- Create organized and valuable feedback for our Engineering, Product, and other teams
- Troubleshoot bugs and report them to our Engineering team
- Providing feedback on the efficiency of the customer support process
- Participate in projects to improve the support experience for our readers and writers
Requirements
- You love helping people and find it rewarding to solve their problems
- You’re a great communicator, both in writing and speech
- You’re comfortable with ambiguity and working in a fast-paced startup environment
- 2+ years of experience working with Support, Engineering, and/or Product teams
- Zendesk and Stripe experience a plus
Substack is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, national origin, veteran or disability status. We’re seeking people passionate about enabling independent expression and building a better business model for creators. If you want to see what media, communities, and content can become when unmoored from advertising models, and you have the skills and experience to contribute, we’d love to meet you.
Click on apply will take you to the actual job site or will open email app.
