Product Support Specialist

NYC (Remote in US OK)
Operations
Part-time contract
Chartable builds world-class tools for the podcast industry, starting with podcast analytics for creators. We're looking to hire a part-time product support specialist to help us help our customers.

We intend to build a lasting, sustainable company that we love to work at. (For more on that, see https://chartable.com/about) We love to work with people who are driven, kind, and proactive. Though we're both based in New York, this is a remote position—we're open to working with anyone within the continental US. (We're unfortunately unable to accept international applicants.)

This role is part-time to start but ideally can grow into a full-time position over the coming months as our support needs increase.

You are:
A passionate fan of podcasts. Our customers are podcasters of all sizes, from indies to shows in the Top 10—your love for and understanding of podcasts will go a long way to solving issues.
An energetic optimist, eager to work in a startup at the earliest stages of its growth
Low-ego: no challenge is too big, and no task is too small
Self-motivated and excited by the potential to own what you do
An excellent listener and communicator, with very strong written and verbal communication skills
Comfortable with learning new technologies
Numerate and comfortable talking about and using data

You will:
Become a Chartable platform expert, helping new customers understand the platform and staying up to date on its latest features & functionality
Work directly with the founders and sales team to address customer needs, prioritizing customer issues and providing sufficient background info to resolve them
Interact with customers primarily via HelpScout, but also via phone and chat as needed to help solve issues
Distill customer comments into FAQs and actionable feedback for the product team
Maintain internal notes about customer issues in HelpScout
Build a deep understanding of the customer experience by forging close relationships with our users, identifying and resolving potential issues before they become problems

You have:
A bachelor's degree or higher
At least 1-2 years of customer support experience, preferably in a startup environment
Experience using help-desk software like HelpScout
Fluency in English (Native speakers not required)