Support Specialist (UK)
Substack
- United Kingdom
- Permanent
- Full-time
- 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. Many of those tickets will be email escalations from our chatbot. (~80% of your time)
- Contributing to team meetings and project work. (~20% of your time)
- Create organized and valuable feedback for our Engineering, Product, and other teams
- Collaborate regularly with colleagues across teams to resolve customer concerns effectively
- Troubleshoot bugs and report them to our Engineering team
- Identify opportunities to improve the efficiency of the customer support process
- Ability to work independently during non-working hours for the US Support Specialists. For over half your day, you will be the only Support Specialist in the support queue.
- Zendesk experience is a plus and Stripe experience is required
- 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
- Direct experience with coding languages (JavaScript and HTML) and third party APIs (Stripe) is a plus