Podcaster Support I

Job Title : Podcaster Support I Department : Support Reports to : Manager, Podcaster Support Location : Remote, USA Why This Role Exists At Libsyn, supporting our creators is at the very core of our business. The Podcaster Support I role exists because we consider exceptional customer service to be of the utmost importance to our creators' success. You will be on the front lines of our industry-leading support team, serving as the primary guide and problem-solver for podcasters who rely on our platform to share their voices with the world. This position is vital to maintaining our high standards of care, resolving technical and account inquiries with empathy and expertise, and ensuring that every podcaster feels valued, heard, and empowered to grow their show. The Role Provides support to our customers across our podcast hosting and monetization platforms. Helping our customers attain their goals in podcasting, providing advice on getting the most out of our products and educating them on best practices. Conveying technical information in digestible language for non-technical users. Working to better our support team as a whole to provide the best customer support experience we can. What Winning Looks Like Achieve SLA & CSAT Excellence (Months 1–3): Maintain a personal CSAT score of 90%+ and consistently hit or exceed SLA response times (one business day for email support) while resolving an average of 15+ customer tickets daily depending on volume. Master Media & Directory Troubleshooting (Months 3–6): Independently troubleshoot and resolve medium-complexity technical issues regarding RSS feeds, Apple Podcasts/Spotify etc., and audio encoding (such as MP3/M4A metadata, ID3 tags, and bitrate optimization). Optimize the Support Knowledge Base (By Month 6): Proactively identify knowledge gaps and author or update at least 8 high-quality articles in the internal knowledgebase. Drive Creator Success & Education (Year 1): Proactively educate creators on podcasting best practices (e.g., optimization of audio formats and monetization tools). Support Team Enablement & Mentorship (Year 1): Actively participate in team discussions, and assist others in answering questions, and helping with projects. What We’re Looking For Libsyn’s Core Values Engaged You show up every day with curiosity and energy. You take ownership and don’t wait to be managed. Effective You move work forward and produce quality outputs. You meet or exceed your commitments. Collaborative You make others better. You communicate across functions and share context openly. Role-Specific Competencies Customer Empathy & Support Care You show deep empathy and patience with creators, ensuring every podcaster feels valued, heard, and supported regardless of their technical proficiency. Technical Translation & Education You translate complex technical concepts (such as RSS feeds, audio encoding, metadata, and directory validation) into clear, actionable, and jargon-free guidance for non-technical users. Multi-Channel Troubleshooting You methodically diagnose and resolve easy-to-medium complexity technical issues across multiple support channels (email and live chat) while meeting or exceeding SLA guidelines. Knowledge Base Contribution You proactively identify documentation gaps and author high-quality articles for both internal knowledge sharing and customer self-service. Role-Specific Skills Podcast Hosting Platforms: Proficiency in major hosting environments (Apple Podcasts, Spotify, iHeart, ect.) and RSS feed management. Ticketing & CRM Systems: Hands-on experience with support tools like Zendesk, HappyFox, or similar CRM software. Data Analytics: Basic familiarity with interpreting podcast analytics and dashboard metrics for creators. Audio/Video Engineering Basics: Experience with audio encoding formats (MP3, M4A, MP4, etc.). Technical Troubleshooting: Ability to diagnose and resolve complex technical issues related to media playback, directory syndication, and metadata. What We Offer We believe high standards should come with strong support. We invest in our people the same way we invest in our platform, responsibly, intentionally, and for the long term. Our benefits reflect that commitment: 401(k) with company match High-quality, low-cost medical coverage Free vision coverage, dental, life, short-term and long-term disability benefits Company-wide bonus program Annual cost-of-living increases Unlimited PTO Paid parental leave Annual all team member in-person summit Remote-first flexibility with a connected, communicative culture How We Hire We believe great candidates deserve to know exactly what they’re signing up for. That’s why we share this blueprint, to give you full visibility into what we are hiring for before you even apply. The right candidates will be energized by that clarity, those who aren’t will opt out, and that’s intentional. We take pride in the contribution we make to our community and are committed to operating in full compliance with all applicable federal, state, and local employment laws. We are an equal opportunity employer dedicated to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without discrimination on the bases of race, color, religion, sex, age, national origin or disability or any other protected status under applicable law. This commitment applies to all aspects of employment, including hiring, promotion, compensation, benefits, and all other personnel actions.