Podcast Support Specialist

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. Requirements 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. Benefits 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.