User Support Specialist

At Substack Support, we put our writers and readers first. As a User Support Specialist, you will be joining our Support team focused on answering questions from our readers and writers related to the general use of the platform, troubleshooting, and questions related to Substack’s features and functionality. We move efficiently, quickly, and strategically. This is an exciting, high impact role on a growing team that’s committed to not letting users fall through the cracks. This remote role operates on a Tuesday – Saturday schedule.

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.

Responsibilities

  • Provide positive, professional support to Substack readers and writers via email and potentially other channels. 
  • Your day-to-day will consist of:
    • Resolving questions, bugs, feedback, and general inquiries, averaging at least 200-300 tickets per week. (~80% of your time)
    • Contributing to team meetings and project work. (~20% of your time)
  • Collaborate daily with colleagues across teams to resolve customer concerns effectively
  • Create organized and valuable feedback for our Engineering, Product, and other teams
  • Troubleshoot bugs and report them to our Engineering team
  • Identify opportunities to improve the efficiency of the customer support process
  • Participate in projects to improve the support experience for our readers and writers 

Requirements

  • You love helping people and find it rewarding to solve their problems
  • You’re a great communicator, both in writing and speech
  • 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
  • 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 reader (experience as a writer 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 

APPLY HERE