Customer Support Specialist

About the Role:

As a Customer Support Specialist, you will play a crucial role in providing exceptional customer service and assistance to our current and prospective users. Your primary responsibility will be to respond to customer inquiries, resolve issues, and ensure their overall satisfaction with our products and services. The position requires working an evening and/or night shift.

‍A successful candidate will possess the ability to both (1) develop a deep understanding of our product and technology and (2) develop a deep empathy for our current and prospective customers.

Typical responsibilities include:

• Respond to customer inquiries and provide prompt, courteous, and accurate support via various channels (e.g., chat, email, Discord, Twitter)
• Assist customers with product setup, troubleshooting, and general inquiries
• Proactively address customer concerns and resolve issues in a timely manner
• Escalate complex or unresolved cases to the appropriate internal teams, including QA, developers, and Product Managers, for thorough investigation and resolution
• Effective communication and collaboration with these key stakeholders are critical to the success of this role, ensuring that customer issues are properly addressed and resolved in timely manner
• Maintain a comprehensive knowledge base of our products, services, and policies
• Continuously improve customer support processes and contribute to Help Center articles
• Utilize Intercom or similar customer support software to manage customer interactions and maintain accurate records

We’re looking for someone with the following skills and qualifications:

• Hands-on experience as a Customer Support Specialist or similar role for at least one year
• Excellent written and verbal English communication skills with a customer-centric approach
• Strong problem-solving and analytical abilities
• Familiarity with Intercom or similar customer support software is highly desirable
• Ability to multitask and manage time effectively in a fast-paced environment
• Strong attention to detail and organizational skills
• Patience, empathy, and a genuine desire to help customers

Why Podcastle?

• Health insurance
• GYM membership
• Stock options
• Professional development
• Flat company structure
• Pioneering mindset of innovative people around
• Immediate insight into the efficiency of your contributions