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The Customer Support Specialist will manage live chat and email inquiries to assist journalists and experts with platform navigation and troubleshooting. They will also verify user accounts, maintain platform integrity, and identify patterns to improve the overall user experience.
Qwoted is on a mission to help the world tell better, richer, more meaningful stories. We connect journalists, editors, and producers with the experts, brands, and small businesses they need as sources, using smart technology to make better matches happen faster. We believe in free media as essential to democracy, in authenticity between the people we connect, and in going above and beyond for our community.
We're looking for a Customer Support Specialist to join our User Success team. You'll be the friendly, knowledgeable voice that helps our community, both journalists posting source requests and experts/PR representatives responding to them, get the most out of Qwoted. Working primarily in Intercom, you'll manage live chat conversations and support emails, troubleshoot platform issues, verify accounts, and guide users through every step of the Qwoted experience.
This role is a great fit for someone who loves solving problems, communicates clearly and warmly, and can keep pace in a fast moving, high volume environment.
\nRespond to customer inquiries via Intercom live chat and email, providing fast, accurate, and friendly support
Help reporters and media creators navigate the platform and successfully post source requests
Guide experts and PR professionals through account setup, verification, and general platform use
Troubleshoot technical issues and know when to escalate to the right internal team
Verify user accounts and maintain platform trust and safety standards
Identify patterns in support conversations and flag recurring issues or opportunities for improvement
Maintain a helpful, professional tone across all customer touchpoints, even in tricky situations
Assist with side projects such as auditing user reports to help maintain platform integrity
1 to 3 years of experience in a customer support, customer success, or client facing role
Experience using a help desk or support platform (Intercom experience strongly preferred)
Excellent written communication skills, with the ability to adjust tone for different audiences
Strong problem solving skills and sound judgment when handling ambiguous situations
Comfortable working in a fast paced environment and managing a high volume of conversations
Tech savvy fast learner with a track record of quickly picking up new software tools, workflows, and platform features, ideally gained in a tech or SaaS environment
Reliable, detail oriented, and able to work independently in a remote setting
A calm, patient, and empathetic approach to customer interactions
Curiosity and a genuine interest in understanding the "why" behind user pain points
Comfortable giving and receiving feedback in a collaborative team environment
Strong sense of ownership and follow through
Adaptability when priorities shift or new processes are introduced
A collaborative, upbeat attitude that contributes positively to team culture
Familiarity with the media or PR industry
Experience with tools like Slack, ClickUp, or Stripe
At Qwoted, you'll be part of a small, mission driven team working to make storytelling more accessible and media more trustworthy. We value authenticity, community, and innovation that actually supports the people we serve. This is a fully remote role, so you can do great work from wherever you call home.
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