User Support Specialist

Summary

Join Supporting Cast as a Podcast Subscriptions Support Specialist and provide assistance to a growing premium podcast audience for leading audio publishers. Working remotely, you will directly support podcast listeners with subscription issues, troubleshooting, and payment methods. You will respond quickly and clearly to listener inquiries, going beyond scripted answers to solve problems creatively. Collaboration with internal teams to identify bugs and suggest improvements is also expected. The position requires at least 30 hours per week with some morning availability (Eastern Time). The pay rate is $19–$22/hour, depending on experience, and includes medical and dental benefits.

Requirements

• Resourcefulness: You find creative solutions to user problems
• Independence: You are self-motivated and thrive working solo
• Efficiency: You have a knack for developing systems and processes
• Ability to prioritize: You can identify which types of requests get your attention first
• Technical aptitude: You enjoy learning, using, and explaining how new technologies work
• Strong written communication skills

Responsibilities

• Answer customer inquiries promptly
• Troubleshoot basic user issues by investigating and replicating them
• Identify, track, and communicate patterns in user issues to appropriate team members
• Contribute to written support materials including knowledge base articles and internal support documents
• Develop automations to provide more efficient support

Preferred Qualifications

• Prior help desk experience preferred but not required
• Familiarity with Freshdesk and podcast subscriptions is a plus

Benefits

Medical and dental benefits