User Support Specialist, Substack
Live Chat
$70-85k
+ Equity
Platform for writers & podcasters
Job no longer available
Platform for writers & podcasters
1001+ employees
Job no longer available
$70-85k
+ Equity
1001+ employees
Company mission
To give thinkers, writers, and creatives the opportunity to pursue their curiosity and make money at the same time.
Role
Who you are
- You love helping people and find it rewarding to solve their problems
- You’re a great communicator, both in speech and writing
- 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, including experience with live channels
- You can provide solutions for a wide variety of technical support challenges
- Alignment with Substack’s mission to build a new economic engine for culture and experience as a Substack subscriber (experience as a creator is a plus!)
- Zendesk and Stripe experience is a plus
- Direct experience with coding languages (JavaScript and HTML) and third party APIs (Stripe) is a plus
What the job involves
- As a User Support Specialist, you’ll be joining a high-impact team committed to supporting our growing user base with ever-increasing expertise and efficiency
- This fully remote role offers a flexible Tuesday-Saturday schedule
- Provide friendly, expert support to Substack creators and their subscribers via email and live chat
- Providing live chat coverage for up to (but no more than) 50% of your time (or 4 hours per shift)
- Attending daily team meetings and contributing to team operations (up to 20% of your time)
- Remaining time will be spent providing support via email
- Collaborate closely with Support team and other colleagues across the company to solve user concerns effectively and efficiently
- Demonstrating urgency and discernment when escalating user issues and feedback to Engineering, Product, and other teams
- Being a frequent user of the Substack app and staying informed about product and company updates
Our take
Substack is an online platform for journalists and writers to manage subscription-based newsletters. Substack has attracted a range of writers and publishers who wish to connect with their audiences while being removed from social media and other ad-based models.
For an industry that has seen a steady decline in its fortunes since the rise of digital, Substack offers journalism an alternative to the advertising-driven clickbait-focused model that has dominated the last decade. Substack has amassed more than 35 million subscribers.
The subscription newsletter space is a competitive market, but Substack claims to provide greater freedom to writers than its competitors. Writers produce their newsletters on the site for free, charging an optional subscription fee (minimum of $5/month) of which Substack takes 10%. The company continues to seek out ways to diversify its offerings, whilst securing funding rounds to expand its reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
62% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2024
$10m
ANGEL
Apr 2023
$7.8m
LATE VC
Total funding: $100.3m
Company benefits
- Remote work support - All employees receive a generous allowance to customize their home offices
- Comprehensive health care - Substack covers 100% of premiums for employees and their dependents, and fully funds HRA plans
- Parental leave - We want employees to be fully present for the new members of their family, so we offer generous parental leave
- Flexible vacation and paid time off - You’re the best person to decide when you need a day—or a week—off to travel or decompress. Our flexible vacation policy puts you in control
- Company holidays and Winter shutdown - In addition to flexible time off, we honor 12 paid holidays annually on average. And we close the office between Christmas Eve and New Year's day to recharge each year
- Phone & internet stipends - Many of our employees work from home or on the go. So we offer full time employees a monthly stipend to cover for phone and internet costs
Company values
- What you read matters - So we hire people who care deeply about reading and writing
- Subscriptions are better than ads - The business model matters – subscriptions put readers and writers in charge, and they create an incentive system that fosters great work
- We work in service of writers - Our teams build both for and with writers, providing Substack writers with the best terms, services, tools, and programs on offer
- We believe in the free press and in free speech - We do not believe these things can be decoupled. You can read more about our views on content moderation on our blog
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Chris Best
(CEO & Co-Founder)After several software internships, they co-founded Kik Interactive in 2009, serving as CTO until 2017. At this stage, they founded Substack, and have served as CEO ever since.
Hamish McKenzie
(Chief Writing Officer & Co-Founder)Previously a journalist for several publications include The Independent and Time Out. Lead Writer for Tesla and Editorial Advisor to Kik Interactive.
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