🕒 5 days ago
Provides high-volume, real-time phone, email, and chat support to veterinary and other partners, resolving complex inquiries and technical issues while delivering accurate information and meeting service metrics.
Podcast Support Specialist
🕒 6 days ago
Customer SupportListener SupportEmail SupportSubscription Management
📜 Description
- Answer listener questions by email about sign-ups, logins, billing, gifts, and podcast app setup.
- Troubleshoot common issues and explain premium feeds, gifting, and subscription plans clearly.
- Update listener accounts, issue refunds or receipts, and resolve billing discrepancies within policy.
- Identify recurring issues and platform bugs, then share trends or route problems to the right team.
- Maintain internal FAQs and support documentation.
🛠️ Requirements
- Experience with subscription or membership businesses (Patreon, Substack, etc.)
- Familiarity with podcast apps and RSS feeds from a listener's perspective
- Experience with support or ticketing tools (Zendesk, Help Scout, Intercom, etc.)
- Genuine interest in podcasting or the broader creator economy
✨ Benefits
- Competitive salary
- Benefits
- Family-friendly team
Full job description
At Supporting Cast, we help your favorite podcasts—shows from leading publishers like NPR, SiriusXM, and NBC, as well as beloved independents—build sustainable businesses through paid subscriptions. We're looking for a Podcast Support Specialist to join our small, high-impact team and be the friendly, reliable voice for listeners across every show on our platform.
You'll be the first point of contact for listeners who need help signing up, logging in, managing a subscription, or getting a podcast app set up correctly. This is a part-time, listener-facing role. You'll play a key part in making sure paying subscribers have a great experience.
What You'll Do
- Respond to inbound listener questions via email (sign-up issues, login problems, billing questions, gift redemption, and podcast app setup)
- Troubleshoot common listener issues
- Flag recurring issues or trends in ticket volume to the team
- Look up listener accounts and take action within policy (updating account details, issuing refunds or receipts, resolving billing discrepancies)
- Explain how premium feeds, gifting, and subscription plans work in clear, friendly language
- Recognize outstanding issues or platform bugs and route them to the right internal team
- Keep internal FAQs and documentation up to date
Must-Haves
- 1–2 years of experience in a customer support role - SaaS, subscriptions, or consumer apps a plus
- A genuine customer-first mindset - You take pride in making listeners feel taken care of
- Excellent written communication - Clear, warm, and patient, even when explaining something technical to someone who isn't
- A problem-solving mindset - Resourceful, curious, good at interpreting problems and breaking them down
- Good judgment about what to resolve directly versus what to escalate
- Reliable and organized - Comfortable owning a queue of tickets on a part-time schedule
Nice to Have
- Experience with subscription or membership businesses (Patreon, Substack, etc.)
- Familiarity with podcast apps and RSS feeds from a listener's perspective
- Experience with support or ticketing tools (Zendesk, Help Scout, Intercom, etc.)
- Genuine interest in podcasting or the broader creator economy
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