Podcast Support Specialist

At Supporting Cast, we help your favorite podcasts-shows from leading publishers like NPR, SiriusXM, and NBC, as well as beloved independents-build sustainable businesses through paid subscriptions. We're looking for a Podcast Support Specialist to join our small, high-impact team and be the friendly, reliable voice for listeners across every show on our platform.

You'll be the first point of contact for listeners who need help signing up, logging in, managing a subscription, or getting a podcast app set up correctly. This is a part-time, listener-facing role. You'll play a key part in making sure paying subscribers have a great experience.

What You'll Do

• Respond to inbound listener questions via email (sign-up issues, login problems, billing questions, gift redemption, and podcast app setup)
• Troubleshoot common listener issues
• Flag recurring issues or trends in ticket volume to the team
• Look up listener accounts and take action within policy (updating account details, issuing refunds or receipts, resolving billing discrepancies)
• Explain how premium feeds, gifting, and subscription plans work in clear, friendly language
• Recognize outstanding issues or platform bugs and route them to the right internal team
• Keep internal FAQs and documentation up to date

Must-Haves

• 1-2 years of experience in a customer support role - SaaS, subscriptions, or consumer apps a plus
• A genuine customer-first mindset - You take pride in making listeners feel taken care of
• Excellent written communication - Clear, warm, and patient, even when explaining something technical to someone who isn't
• A problem-solving mindset - Resourceful, curious, good at interpreting problems and breaking them down
• Good judgment about what to resolve directly versus what to escalate
• Reliable and organized - Comfortable owning a queue of tickets on a part-time schedule

Nice to Have

• Experience with subscription or membership businesses (Patreon, Substack, etc.)
• Familiarity with podcast apps and RSS feeds from a listener's perspective
• Experience with support or ticketing tools (Zendesk, Help Scout, Intercom, etc.)
• Genuine interest in podcasting or the broader creator economy