Provide assistance to podcast listeners for premium subscriptions, troubleshoot user issues, and contribute to support materials for effective user support.
About the role:
As a podcast subscriptions support specialist for Supporting Cast, you’ll provide assistance to a growing premium podcast audience on behalf of leading audio publishers like NPR, SiriusXM, and NBC. This is a great opportunity for someone who's trying to break into podcasting or the technology industry. Supporting Cast is a fast-growing company with opportunities for career growth.
Working remotely in coordination with our lead support specialist, you’ll provide direct support to podcast listeners who subscribe to our clients’ paid subscription podcasts. Whether the listeners need help signing in, updating a payment method, or troubleshooting an issue with their podcast app, you'll be their guide—responding quickly, clearly, and kindly.
The publishers Supporting Cast works with count on us to deliver excellent service to their most loyal fans. That means going beyond scripted answers and thinking critically about each problem. You'll also work closely with our success and engineering teams to identify bugs, suggest improvements, and help shape a support function that scales well without losing the human touch.
The candidate should be available to work at least 30 hours a week, with some morning availability (Eastern Time). This is a remote position, working with a team that is 100 percent remote. The rate of pay is $19–22/hour (dependent on experience) and is eligible for medical and dental benefits.
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
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
- Prior help desk experience preferred but not required
- Familiarity with Freshdesk and podcast subscriptions is a plus
About Supporting Cast:
Supporting Cast is a podcast monetization platform that helps top publishers and creators offer premium subscription content directly to listeners. A proponent of the open podcast ecosystem, we make it seamless for subscribers to access premium podcast content in their favorite app—no new app to download—and give publishers the tools to grow and manage their paying audience with flexible integrations, analytics, and payments.
We’re a small, fully remote company with a strong belief in the future of listener-supported media. As our subscriber base grows, we’re looking for a thoughtful and detail-oriented support specialist to help us deliver a great experience to the people who matter most to our clients—their paying listeners.
Top Skills
Freshdesk
Similar Jobs
Social Media
Provide support to premium podcast subscribers, troubleshoot issues, communicate patterns, contribute to support materials, and develop automations.
Top Skills:
Freshdesk
AdTech • Digital Media • Marketing Tech
The Solutions Engineer will act as a client liaison, facilitating onboarding and technical support for Strata Agency products, ensuring client satisfaction and success.
Top Skills:
Amazon Web Services (Aws)Api ManagementDatadogJavaScriptPythonSQLVisual Studio
Fintech • Financial Services
The Marketing Campaign Specialist will execute data-driven marketing campaigns, manage CRM strategies, and collaborate with teams to enhance customer experiences.
Top Skills:
GCPHubspotLookerSalesforce Marketing CloudSigma Computing
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
