UK Support Specialist

📋 Description

• • Join Substack Inc. as a UK Support Specialist and become an integral part of our mission to build a new economic engine for culture. In this pivotal role, you will empower creators and their subscribers by providing exceptional support, ensuring a seamless experience on our innovative publishing platform.
• • As a member of our dedicated, in-house Support Team, you will be at the forefront of educating and advocating for creators, enabling them to grow their businesses and connect directly with their audiences. This is a unique opportunity to contribute to a company that champions creative freedom and ownership for independent writers, artists, videographers, podcasters, and a diverse range of creators.
• • This remote position is based in the UK, specifically targeting candidates located in or around London, and operates on a Sunday to Thursday schedule from 10:00 A.M. to 6:00 P.M. GMT. This coverage is crucial for maintaining our user support outside of U.S. working hours as we continue our international expansion.
• • Your primary responsibility will be to provide efficient, professional, and empathetic support to both creators and their subscribers. This will be delivered primarily via email, with the potential to expand to other channels such as live chat, ensuring we meet our users where they are.
• • A significant portion of your day-to-day activities, approximately 80%, will involve resolving a wide array of user inquiries. This includes addressing questions about platform functionality, troubleshooting bugs, gathering valuable feedback, and responding to general inquiries. You will be expected to manage an average of 200-300 tickets per week, demonstrating your ability to handle volume while maintaining high-quality service.
• • The remaining 20% of your time will be dedicated to collaborative team efforts. This includes actively participating in team meetings, contributing to strategic project work, and engaging in initiatives that enhance our support operations and overall user experience.
• • You will play a critical role in bridging the gap between our users and our internal teams. By creating and sharing organized, actionable feedback, you will collaborate closely with our Engineering, Product, and other departments to ensure user concerns are effectively understood and resolved.
• • Furthermore, you will serve as the primary point of contact for the internal support needs of our international team members. This may involve assisting with platform-related queries and participating in occasional live and virtual events, providing essential support to our global colleagues.
• • Contributing to the continuous improvement of team operations is a key aspect of this role. You will have opportunities to take ownership of specific projects or areas, such as developing and implementing macros to streamline responses, publishing and maintaining content in our knowledge bases, and actively tracking trending issues to proactively address potential problems.
• • This role demands a high degree of autonomy, especially during periods when you are the sole Support Specialist available, covering crucial hours outside of U.S. working times. You must be comfortable working independently and making sound decisions to ensure uninterrupted support for our global user base.
• • We are looking for individuals who possess a genuine passion for helping people and find deep satisfaction in solving their problems. Your ability to empathize with users and guide them through challenges will be paramount.
• • Exceptional communication skills are essential. You must be adept at conveying information clearly, concisely, and professionally, both in written correspondence and verbal interactions.
• • Navigating ambiguity and thriving in a fast-paced, high-trust startup environment is crucial. You should be adaptable, proactive, and comfortable with evolving priorities.
• • A strong alignment with Substack’s mission to foster independent expression and build a sustainable economic model for creators is required. Demonstrating an understanding of the creator economy and ideally having experience as a creator yourself will be a significant advantage.
• • We value individuals who are proactive in identifying and escalating issues, contributing to a culture of continuous improvement and user advocacy. Your insights will directly influence product development and customer satisfaction.