Customer Support Specialist

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

Required Skills and Experience
1 to 3 years of experience in a customer support, customer success, or client facing role Experience using a help desk or support platform (Intercom experience strongly preferred) Excellent written communication skills, with the ability to adjust tone for different audiences Strong problem solving skills and sound judgment when handling ambiguous situations Comfortable working in a fast paced environment and managing a high volume of conversations 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 Reliable, detail oriented, and able to work independently in a remote setting

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

Nice to Have
Familiarity with the media or PR industry Experience with tools like Slack, ClickUp, or Stripe