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Support Specialist (UK)

Substack

Substack

Customer Service
United Kingdom
Posted on Friday, May 10, 2024

Substack is building a new economic engine for culture, with over 3 million paid subscriptions to writers, podcasters, and video-makers on the platform. As a Support Specialist, you will be joining our Writer Success team focused on answering questions from our writers and readers related to the general use of the platform, troubleshooting, and questions related to Substack’s features and functionality.

This remote role operates on a Tuesday - Saturday schedule and works 10am- 6pm GMT. Candidates will be ideally located in the United Kingdom.

Substack’s compensation package includes a market competitive salary and equity for all full time roles. Our cash compensation salary range for this role is £57,000-£70,000. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Core responsibilities:

  • Provide positive, professional support to Substack readers and writers via email and potentially other channels.
  • Your day-to-day will consist of:
    • Resolving questions, bugs, feedback, and general inquiries, averaging at least 200-300 tickets per week. Many of those tickets will be email escalations from our chatbot. (~80% of your time)
    • Contributing to team meetings and project work. (~20% of your time)
  • Create organized and valuable feedback for our Engineering, Product, and other teams
  • Collaborate regularly with colleagues across teams to resolve customer concerns effectively
  • Troubleshoot bugs and report them to our Engineering team
  • Identify opportunities to improve the efficiency of the customer support process

About You (Minimum Requirements):

  • Ability to work independently during non-working hours for the US Support Specialists. For over half your day, you will be the only Support Specialist in the support queue.
  • Zendesk experience is a plus and Stripe experience is required
  • You love helping people and find it rewarding to solve their problems
  • You’re a great communicator, both in writing and speech
  • You’re comfortable with ambiguity and working in a fast-paced startup environment
  • 2+ years of experience working with Support, Engineering, and/or Product teams
  • You can provide solutions for a wide variety of technical support challenges
  • Alignment with Substack’s mission to build a new economic engine for culture and experience as a Substack reader (experience as a writer is a plus!)
  • Bilingual, or proficiency in a second language is a plus
  • Direct experience with coding languages (JavaScript and HTML) and third party APIs (Stripe) is a plus

Substack is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, 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.