User Support Specialist

Summary

Join Substack's high-impact User Support team as a fully remote User Support Specialist! This role offers a flexible Tuesday-Saturday schedule and focuses on providing expert support to creators and subscribers via email and live chat. You will collaborate with various teams to resolve user concerns and contribute to team operations. The ideal candidate possesses strong communication skills, experience in support and technical problem-solving, and aligns with Substack's mission. This position offers a competitive salary, equity, and exceptional benefits. Candidates should ideally be located in the United States.

Requirements

• You love helping people and find it rewarding to solve their problems
• You’re a great communicator, both in speech and writing
• 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, including experience with live channels
• 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 subscriber (experience as a creator is a plus!)

Responsibilities

• Provide friendly, expert support to Substack creators and their subscribers via email and live chat
• Providing live chat coverage for up to (but no more than) 50% of your time (or 4 hours per shift)
• Attending daily team meetings and contributing to team operations (up to 20% of your time)
• Remaining time will be spent providing support via email
• Collaborate closely with Support team and other colleagues across the company to solve user concerns effectively and efficiently
• Demonstrating urgency and discernment when escalating user issues and feedback to Engineering, Product, and other teams
• Being a frequent user of the Substack app and staying informed about product and company updates

Preferred Qualifications

• Zendesk and Stripe experience is a plus
• Direct experience with coding languages (JavaScript and HTML) and third party APIs (Stripe) is a plus

Benefits

• Market competitive salary
• Equity for all full-time roles
• Exceptional benefits
• Our cash compensation salary range for this role is $70,000 - $85,000
• Flexible Tuesday-Saturday schedule