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