User Support Specialist (Remote)

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timePosted 6 days ago location United States salarySalary undisclosed
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Job Description

SubstackSubstack lets writers connect with their audience on their own terms and earn money doing it. We make it simple for writers to publish to an email list that they own, get discovered on the web, and charge for subscriptions.More than 500,000 people pay to subscribe to writers across the Substack network, and the top writers make millions of dollars a year. Substack's model depends on the success of writers using Substack - we only make money when they do."Substack makes it dead simple to start a newsletter and get paid for it." - Judd Legum, author of Popular Information"Substack gives me a way to connect with my audience on my own terms." - Lyz Lenz, author of God Land and Men Yell At MeMake something that mattersGreat writing is valuable. It respects readers' time, their intelligence, and their trust. It helps us make sense of and change the culture we live in. At Substack, we're building a business model that enables great writing to thrive. Learn more about our opportunity and mission. We are a small but growing team, and there is more to build than we could ever imagine. That's why we need you. We believe that engineering is in service to the community of writers and readers on Substack: we're successful when they're successful. We aim to take pragmatic approaches to problem solving while shipping high-quality products that allow the writing on Substack to take the spotlight. Every person at the company participates in customer support. We do this to build empathy with our users and enable us to build better products.We believe that a diverse team will help us build a product that best serves the needs of a wildly diverse ecosystem of writers. So whatever your background or perspective, we'd welcome your input to help build the best possible version of Substack.Support at SubstackAs a User Support Specialist, you will be joining our Support team focused on answering questions from our readers and writers related to the general use of the platform, troubleshooting, and questions related to Substack's features and functionality. We move efficiently, quickly, and strategically. This is an exciting, high-impact role on a growing team that's committed to not letting users fall through the cracks.ResponsibilitiesEnsuring that readers & writers receive timely, friendly and accurate responses that solve their issuesCreate organized and valuable feedback for our engineering, product, and partnership teamsTroubleshoot bugs and report them to our engineering team Identify inefficiencies and opportunities with support processesThis is a full-time remote position Requirements2+ years of experience working with support, engineering, and/or product teamsYou love helping people and find it rewarding to solve their problemsYou're a great communicator, both in writing and speechStrong computer skills (experience with Zendesk is nice to have as well)You're comfortable with ambiguity and working in a fast-paced startup environment2+ years of experience working with support, engineering, and/or product teamsSubstack is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We're seeking people passionate about enabling independent expression and building a better business model for creators. If you want to see what media, communities, and content can become when unmoored from advertising models, and you have the skills and experience to contribute, we'd love to meet you.