Podcast Support Specialist

Role overview

Help podcast subscribers resolve account, payment, and listening issues through clear, friendly support. This part-time, listener-facing role handles incoming requests, troubleshoots common problems, and shares recurring issues with the team so listeners can access their paid content smoothly.

Responsibilities

- Reply to listener questions by email about registration, sign-in, billing, gift subscriptions, and podcast app setup. - Investigate common problems and explain subscriptions, premium feeds, and gifting in accessible language. - Review listener accounts and, within policy, update details, issue refunds or receipts, and resolve billing discrepancies. - Escalate platform bugs and other issues that need help from another team; flag recurring patterns in support requests. - Maintain internal FAQs and support documentation.

Requirements

- One to two years of experience in customer support; experience with software services, subscriptions, or consumer apps is useful. - Strong written communication, with a warm and patient approach to explaining technical topics. - A customer-focused, resourceful approach to understanding and resolving problems. - Sound judgment about which issues to handle directly and which to escalate. - Reliability and organization when managing a ticket queue on a part-time schedule.

Nice to have

- Experience supporting a subscription or membership service. - Familiarity with podcast apps and RSS feeds as a listener. - Experience with support or ticketing software. - Interest in podcasting or the creator economy.

Benefits and work setup

The role is part time and remote-first. The listing describes competitive pay and benefits, including several subsidized medical plan options, dental coverage, and flexible spending accounts for eligible employees.