About The Role

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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

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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

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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