Podcast Support Specialist in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Podcast Support Specialist based in the United States.

We are looking for a customer-focused Podcast Support Specialist to help listeners enjoy a seamless experience with premium podcast subscriptions across a diverse range of shows and publishers. In this remote role, you will serve as a trusted first point of contact for subscribers, assisting with account access, billing questions, subscription management, and podcast app setup. You will combine excellent written communication with practical problem-solving skills to resolve issues efficiently and make every interaction positive and reassuring. Working within a small, collaborative team, you will help identify recurring technical challenges, improve support documentation, and ensure complex issues reach the appropriate teams. This part-time opportunity offers meaningful ownership of your work in a growing digital media and subscription technology environment. If you enjoy helping people, have an interest in podcasts and online communities, and thrive in a thoughtful, customer-first culture, this role is an excellent opportunity to make a difference.

• Respond to incoming listener inquiries through email, providing timely, friendly, and accurate assistance with registration, login difficulties, billing questions, subscription management, gift redemption, and podcast app configuration.
• Troubleshoot common account, subscription, and technical issues, guiding listeners through clear, step-by-step solutions that accommodate different levels of technical knowledge.
• Review listener accounts and take appropriate action within established policies, including updating account information, issuing refunds or receipts, and resolving billing discrepancies.
• Explain premium podcast feeds, subscription plans, gifting options, and account features in accessible language to help listeners understand and use the platform effectively.
• Investigate support requests, identify underlying problems, and determine whether issues can be resolved directly or require escalation to another internal team.
• Recognize recurring issues, platform bugs, and patterns in ticket volume, communicating relevant findings to help improve service quality and platform reliability.
• Escalate unresolved technical problems and account-related concerns to the appropriate teams, providing clear documentation and relevant context to facilitate efficient resolution.
• Maintain and update internal FAQs, troubleshooting guides, and support documentation to ensure information remains accurate, useful, and easy to follow.
• Manage an assigned queue of support tickets independently, maintaining organization, attention to detail, and consistent service quality throughout scheduled working hours.
• Contribute to a positive subscriber experience by demonstrating empathy, patience, sound judgment, and a strong commitment to customer satisfaction.
• Collaborate with colleagues to share insights, improve support processes, and identify opportunities to make subscription management and podcast listening more straightforward.

• One to two years of experience in a customer support or customer service role, preferably within SaaS, subscription services, digital media, or consumer applications.
• A strong customer-first mindset and genuine enthusiasm for helping people resolve problems and feel supported throughout their interactions.
• Excellent written communication skills, with the ability to write clear, warm, professional, and patient responses, including when explaining technical concepts to nontechnical users.
• Strong troubleshooting and problem-solving abilities, including the capacity to investigate unfamiliar issues, interpret information, identify possible causes, and develop practical solutions.
• Good judgment when deciding which issues to resolve independently and which to escalate to technical or operational teams.
• Strong organizational skills and reliability, with the ability to manage a support ticket queue, prioritize requests, and maintain accurate account records within a part-time schedule.
• Attention to detail when handling subscription information, billing questions, refunds, receipts, and account updates.
• Ability to work independently in a remote environment while collaborating effectively with a small, distributed team.
• Familiarity with subscription or membership-based businesses and services, such as Patreon or Substack, is an advantage.
• Familiarity with podcast applications and RSS feeds from a listener's perspective is desirable.
• Experience using customer support and ticketing platforms, such as Zendesk, Help Scout, or Intercom, is a plus.
• A genuine interest in podcasting, digital content, online communities, or the broader creator economy is highly valued.
• Adaptability, curiosity, initiative, and a willingness to learn new tools, systems, and support procedures.

• Competitive hourly pay: $19–$22 per hour, depending on relevant experience and qualifications.
• Remote-first work environment: Work remotely from within the United States.
• Part-time opportunity: A listener-facing support position offering the opportunity to take ownership of your work and responsibilities.
• Healthcare coverage: Access to three subsidized medical plan options through Aetna for eligible employees.
• Dental insurance: A choice of two dental plan options through Aetna for eligible employees.
• Flexible spending accounts: Options to help manage eligible healthcare and related expenses, subject to plan terms.
• Family-friendly culture: A supportive, collaborative environment that values employee well-being and work-life balance.
• Professional development: Opportunities to strengthen customer service, troubleshooting, digital platform, and technical support skills.
• Meaningful ownership: The opportunity to contribute directly to subscriber satisfaction, improve support processes, and help establish high standards for a growing support team.
• Collaborative startup environment: Work within a small, remote team where initiative, thoughtful problem-solving, and continuous improvement are valued.
• Digital media exposure: Gain experience in podcast subscriptions, creator monetization, premium content distribution, and the evolving digital audio ecosystem.