Podcast Support Specialist

The role

You will be the first point of contact for listeners who need help with sign-up, login, subscriptions, or podcast app setup. You will troubleshoot issues, handle account and billing questions within policy, and route bugs to the right internal team.

What you will do

• Respond to inbound listener questions by email (sign-up, login, billing, gift redemption, podcast app setup)
• Troubleshoot common listener issues
• Flag recurring issues or trends in ticket volume to the team
• Look up listener accounts and act within policy (update details, issue refunds or receipts, resolve billing discrepancies)
• Explain premium feeds, gifting, and subscription plans in clear, friendly language
• Route outstanding issues or platform bugs to the right internal team
• Keep internal FAQs and documentation up to date

Required qualifications

• 1 to 2 years of experience in a customer support role
• A customer-first mindset
• Excellent written communication, clear and patient
• A problem-solving mindset
• Good judgment about what to resolve directly versus escalate
• Reliable and organized, comfortable owning a ticket queue on a part-time schedule

Nice to have

• Experience with subscription or membership businesses (Patreon, Substack, etc.)
• Familiarity with podcast apps and RSS feeds from a listener's perspective
• Experience with support or ticketing tools (Zendesk, Help Scout, Intercom, etc.)
• Genuine interest in podcasting or the creator economy
• SaaS, subscriptions, or consumer apps experience

About the company

Supporting Cast is a podcast monetization platform that helps publishers and creators offer premium subscription content directly to listeners. It is a small, fully remote company and an affiliate of Graham Holdings Company.