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.

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