Podcast Support Specialist

Slate; United States; Remote; USD 26,000 - 30,000; Part time

Benefits offered by this job

Comprehensive benefits program

Subsidized medical plans

Dental plans by Aetna

Job summary

Supporting Cast is a remote-first, subscription-driven platform for podcasts, seeking a Podcast Support Specialist on a part-time basis. You will be the friendly voice helping listeners sign up, log in, manage subscriptions and set up apps across all shows.

You’ll handle email inquiries, troubleshoot issues, and escalate complex problems while contributing to a high-quality, user-friendly experience for paying subscribers.

Qualifications

• 1-2 years in a customer support role, SaaS, subscriptions, or consumer apps a plus
• Customer-first mindset and a willingness to help listeners
• Excellent written communication, clear and patient explanations
• Strong problem-solving mindset, able to interpret andBreak down issues
• Good judgment on what to resolve directly vs. escalate

Responsibilities

• Respond to inbound listener questions via email (sign-up, login, billing, app setup)
• Troubleshoot common listener issues
• Flag recurring issues or trends in ticket volume
• Access listener accounts and take action within policy (refunds, receipts, updates)
• Explain how premium feeds, gifting, and plans work clearly
• Identify platform bugs and route to internal teams
• Keep FAQs and documentation up to date

Skills

Customer support

Written communication

Problem solving

Queue management

Tools

Zendesk

Intercom

Help Scout

Job description

At Supporting Cast, we help your favorite podcasts-shows from leading publishers like NPR, SiriusXM, and NBC, as well as beloved independents-build sustainable businesses through paid subscriptions. We're looking for a Podcast Support Specialist to join our small, high-impact team and be the friendly, reliable voice for listeners across every show on our platform.

You'll be the first point of contact for listeners who need help signing up, logging in, managing a subscription, or getting a podcast app set up correctly. This is a part-time, listener-facing role. You'll play a key part in making sure paying subscribers have a great experience.

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 upscale
• 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.

WHY JOIN SUPPORTING CAST?

You'll help make workplaces more connected, informed, and interesting via the magic of podcasting. Supporting Cast built one of podcasting's first and most successful subscription management platforms for top public podcasters before expanding to improve employee experiences at some of the most interesting companies in the world.

This is a great opportunity if you want ownership of your work, a taste of startup life, and the responsibility of setting the bar high for a new team. You'll also enjoy competitive salary and benefits in a remote-first, mission-driven, and family-friendly team.

About Supporting Cast:

Supporting Cast is a podcast monetization platform that helps top publishers and creators offer premium subscription content directly to listeners. Our clients include leading podcast publishers like NPR, SiriusXM, and NBC, along with major independent shows. A proponent of the open 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 audio. We're looking for someone who is thoughtful and detail-oriented to help us bring the magic of podcasting into more corporate settings.

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.