Provides part-time email support to podcast subscribers, resolving sign-up, login, billing, gifting, subscription, and podcast app issues. Updates accounts, issues refunds or receipts, explains premium feeds and plans, identifies recurring problems and platform bugs, escalates issues appropriately, and maintains internal FAQs and documentation.
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
About Supporting Cast:
Supporting Cast is a podcast monetization platform that helps top publishers and creators offer premium subscription content directly to listeners. A proponent of the open podcast ecosystem, we make it seamless for subscribers to access premium podcast content in their favorite app—no new app to download—and give publishers the tools to grow and manage their paying audience with flexible integrations, analytics, and payments.
We’re a small, fully remote company with a strong belief in the future of listener-supported media. As our subscriber base grows, we’re looking for a thoughtful and detail-oriented problem solver to help us deliver a great experience to the people who matter most to our clients—their paying listeners.
Supporting Cast began at Slate, is a daily online magazine and podcast network that helped invent the voice of the web. After helping Slate build one of podcasting’s earliest and most successful subscription businesses, Supporting Cast was spun out as an independent platform serving publishers across the industry.
Supporting Cast is an affiliate of the Graham Holdings Company (NYSE:GHC). GHC is a diversified holding company whose operations include educational services; home health and hospice care; television broadcasting, online, print, and local TV news; automotive dealerships; manufacturing; hospitality; and consumer internet companies.
Supporting Cast is an affiliate of Graham Holdings. Read the Graham Holdings Company California Worker Privacy Statement here.
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