Podcast Support Specialist

Slate; Oregon; Hybrid; USD 26,000 - 30,000; Part time

Benefits offered by this job

Flexible hours

Remote work

Job summary

Supporting Cast is a fully remote podcast monetization platform that helps publishers offer premium content directly to listeners. We’re seeking a thoughtful, detail-oriented customer support specialist to answer questions, troubleshoot issues, and keep FAQs up to date.

The role focuses on clear, friendly written communication and prioritizes a customer-first mindset. Part-time hours and a competitive hourly rate reflect our flexible, remote team.

Qualifications

• 1–2 years of experience in a customer support role (SaaS, subscriptions, or consumer apps a plus)
• Customer-first mindset and commitment to making listeners feel taken care of
• Clear, warm, patient written communication, even when explaining technical details
• Strong problem-solving mindset, resourceful and able to break down issues
• Good judgment on what to resolve directly vs. escalate
• Reliable and organized, comfortable owning a queue on a part-time schedule

Responsibilities

• Respond to inbound listener questions via email (sign-up issues, login problems, billing questions, gift redemption, podcast app setup)
• Troubleshoot common listener issues
• Flag recurring issues or trends in ticket volume to the team
• Lookup listener accounts and take action within policy (updating details, issuing refunds or receipts, resolving billing discrepancies)
• Explain how premium feeds, gifting, and subscription plans work in clear language
• Recognize platform bugs and route to the right internal team
• Keep internal FAQs and documentation up to date

Skills

Customer support exp

Customer-first mindset

Written communication

Problem solving

Judgment

Organization

Tools

Zendesk

Help Scout

Intercom

Job description

What You'll Do

• Respond to inbound listener questions via email (sign-up issues, login problems, billing questions, gift redemption, and podcast app setup)
• Troubleshoot common listener issues
• Flag recurring issues or trends in ticket volume to the team
• Look up listener accounts and take action within policy (updating account details, issuing refunds or receipts, resolving billing discrepancies)
• Explain how premium feeds, gifting, and subscription plans work in clear, friendly language
• Recognize outstanding issues or platform bugs and route them to the right internal team
• Keep internal FAQs and documentation up to date

Must-Haves

• 1-2 years of experience in a customer support role - SaaS, subscriptions, or consumer apps a plus
• A genuine customer-first mindset - You take pride in making listeners feel taken care of
• Excellent written communication - Clear, warm, and patient, even when explaining something technical to someone who isn't
• A problem-solving mindset - Resourceful, curious, good at interpreting problems and breaking them down
• Good judgment about what to resolve directly versus what to escal
• Reliable and organized - Comfortable owning a queue of tickets 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 broader creator economy

$19 - $22 an hour

Supporting Cast offers a comprehensive benefits program that gives eligible employees the flexibility to choose the right benefits for themselves and their families. There are three subsidized medical plans and two dental plans, provided by Aetna, which can be paired with flexible spending accounts.

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 problem solver to help us deliver a great experience to the people who matter most to our clients—their paying listeners.

Supporting Cast began at Slate, is a daily online magazine and podcast network that helped invent the voice of the web. After helping Slate build one of podcasting's earliest and most successful subscription businesses, Supporting Cast was spun out as an independent platform serving publishers across the industry.

Supporting Cast is an affiliate of the Graham Holdings Company (NYSE:GHC). GHC is a diversified holding company whose operations include educational services; home health and hospice care; television broadcasting, online, print, and local TV news; automotive dealerships; manufacturing; hospitality; and consumer internet companies.

Supporting Cast is an affiliate of Graham Holdings. Read the Graham Holdings Company California Worker Privacy Statement here.