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User Support Specialist (Live Chat)

Remote

Substack is building a new economic engine for culture, giving the brightest, most interesting, and most creative people on the internet the power of their own publishing platform. Substack offers creators all the tools they need to be successful, including a best-in-class Support team to answer questions and troubleshoot issues for both them and their subscribers, so they can focus on the writing (or podcasting or streaming). 

As a User Support Specialist, you’ll be joining a high-impact team committed to supporting our growing user base with ever-increasing expertise and efficiency. This fully remote role offers a flexible Tuesday-Saturday schedule. Candidates will be ideally located in the United States. 

Responsibilities

  • Provide friendly, expert support to Substack creators and their subscribers via email and live chat.
  • Your day-to-day will consist of:
    • 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. 

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

Substack’s compensation package includes a market competitive salary, equity for all full-time roles, and exceptional benefits. Our cash compensation salary range for this role is $70,000 - $85,000. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

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.

Please see our Privacy Notice for details regarding Substack's collection and use of personal information relating to the application and recruitment process by clicking here.

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