Overview

Support at Substack

At Substack Support, we put our writers and readers first. As a User Support Specialist, you will be joining our Support team focused on answering questions from our readers and writers related to the general use of the platform, troubleshooting, and questions related to Substack’s features and functionality. We move efficiently, quickly, and strategically. This is an exciting, high impact role on a growing team that’s committed to not letting users fall through the cracks.

This position is required to be based in the Eastern Time zone of the U.S. or Canada.

Responsibilities

  • Ensuring that readers and writers receive timely, friendly and accurate responses that solve their issues
  • Create organized and valuable feedback for our Engineering, Product, and Partnership teams
  • Troubleshoot bugs and report them to our Engineering team
  • Identify inefficiencies and opportunities with support processes

Requirements

  • You love helping people and find it rewarding to solve their problems
  • You’re a great communicator, both in writing and speech
  • Strong computer skills (experience with Zendesk is nice to have as well)
  • You’re comfortable with ambiguity and working in a fast-paced startup environment
  • 2+ years of experience working with Support, Engineering, and/or Product teams
  • Zendesk and Stripe experience a plus
  • The schedule is Sunday – Thursday 9 am – 5 pm ET

Substack is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, national origin, veteran or disability status. We’re seeking people passionate about enabling independent expression and building a better business model for creators. If you want to see what media, communities, and content can become when unmoored from advertising models, and you have the skills and experience to contribute, we’d love to meet you.