Podcaster Support I

Why This Role Exists

At Libsyn, supporting our creators is at the very core of our business. The Podcaster Support I role exists because we consider exceptional customer service to be of the utmost importance to our creators' success. You will be on the front lines of our industry-leading support team, serving as the primary guide and problem-solver for podcasters who rely on our platform to share their voices with the world. This position is vital to maintaining our high standards of care, resolving technical and account inquiries with empathy and expertise, and ensuring that every podcaster feels valued, heard, and empowered to grow their show.
 

The Role

Provides support to our customers across our podcast hosting and monetization platforms.  Helping our customers attain their goals in podcasting, providing advice on getting the most out of our products and educating them on best practices.  Conveying technical information in digestible language for non-technical users. Working to better our support team as a whole to provide the best customer support experience we can.

What Winning Looks Like

1. Achieve SLA & CSAT Excellence (Months 1–3): Maintain a personal CSAT score of 90%+ and consistently hit or exceed SLA response times (one business day for email support) while resolving an average of 15+ customer tickets daily depending on volume.
2. Master Media & Directory Troubleshooting (Months 3–6): Independently troubleshoot and resolve medium-complexity technical issues regarding RSS feeds, Apple Podcasts/Spotify etc., and audio encoding (such as MP3/M4A metadata, ID3 tags, and bitrate optimization).
3. Optimize the Support Knowledge Base (By Month 6): Proactively identify knowledge gaps and author or update at least 8 high-quality articles in the internal knowledgebase. 
4. Drive Creator Success & Education (Year 1): Proactively educate creators on podcasting best practices (e.g., optimization of audio formats and monetization tools).
5. Support Team Enablement & Mentorship (Year 1): Actively participate in team discussions, and assist others in answering questions, and helping with projects.

What We’re Looking For 

What We Offer

We believe high standards should come with strong support. We invest in our people the same way we invest in our platform, responsibly, intentionally, and for the long term. 

Our benefits reflect that commitment:

• 401(k) with company match
• High-quality, low-cost medical coverage
• Free vision coverage, dental, life, short-term and long-term disability benefits
• Company-wide bonus program
• Annual cost-of-living increases
• Unlimited PTO
• Paid parental leave
• Annual all team member in-person summit
• Remote-first flexibility with a connected, communicative culture

How We Hire

We believe great candidates deserve to know exactly what they’re signing up for. That’s why we share this blueprint, to give you full visibility into what we are hiring for before you even apply. The right candidates will be energized by that clarity, those who aren’t will opt out, and that’s intentional.

We take pride in the contribution we make to our community and are committed to operating in full compliance with all applicable federal, state, and local employment laws. We are an equal opportunity employer dedicated to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without discrimination on the bases of race, color, religion, sex, age, national origin or disability or any other protected status under applicable law. This commitment applies to all aspects of employment, including hiring, promotion, compensation, benefits, and all other personnel actions.