Customer Support Specialist

What You'll Do

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• Respond to customer inquiries via Intercom live chat and email, providing fast, accurate, and friendly support
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• Help reporters and media creators navigate the platform and successfully post source requests
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• Guide experts and PR professionals through account setup, verification, and general platform use
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• Troubleshoot technical issues and know when to escalate to the right internal team
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• Verify user accounts and maintain platform trust and safety standards
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• Identify patterns in support conversations and flag recurring issues or opportunities for improvement
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• Maintain a helpful, professional tone across all customer touchpoints, even in tricky situations
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• Assist with side projects such as auditing user reports to help maintain platform integrity

Required Skills and Experience

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• 1 to 3 years of experience in a customer support, customer success, or client facing role
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• Experience using a help desk or support platform (Intercom experience strongly preferred)
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• Excellent written communication skills, with the ability to adjust tone for different audiences
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• Strong problem solving skills and sound judgment when handling ambiguous situations
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• Comfortable working in a fast paced environment and managing a high volume of conversations
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• Tech savvy fast learner with a track record of quickly picking up new software tools, workflows, and platform features, ideally gained in a tech or SaaS environment
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• Reliable, detail oriented, and able to work independently in a remote setting

Preferred Soft Skills

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• A calm, patient, and empathetic approach to customer interactions
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• Curiosity and a genuine interest in understanding the "why" behind user pain points
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• Comfortable giving and receiving feedback in a collaborative team environment
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• Strong sense of ownership and follow through
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• Adaptability when priorities shift or new processes are introduced
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• A collaborative, upbeat attitude that contributes positively to team culture

Nice to Have

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• Familiarity with the media or PR industry
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• Experience with tools like Slack, ClickUp, or Stripe