slate - Podcast Support Specialist
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 • Supporting Cast is an affiliate of the Graham Holdings Company (NYSE:GHC). GHC is a diversified holding company whose operations include educational services; home health and hospice care; television broadcasting, online, print, and local TV news; automotive dealerships; manufacturing; hospitality; and consumer internet companies.
Responsibilities
• 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 • 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
Benefits
• You’ll help make workplaces more connected, informed, and interesting via the magic of podcasting. Supporting Cast built one of podcasting’s first and most successful subscription management platforms for top public podcasters before expanding to improve employee experiences at some of the most interesting companies in the world. • This is a great opportunity if you want ownership of your work, a taste of startup life, and the responsibility of setting the bar high for a new team. You’ll also enjoy competitive salary and benefits in a remote-first, mission-driven, and family-friendly team.
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