20 days old

Listener Support Specialist - Stitcher

Scripps Media, Inc.
San Francisco, CA 94102
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  • Job Code
    JR022223

Stitcher is the world's largest pure-play podcasting company. We started as beloved comedy podcast network Earwolf; via Midroll, we provide ad sales and distribution services to 300+ shows such as The Bill Simmons Podcast, WTF with Marc Maron, Dead Ass with Khadeen and Devale Ellis and many more; and with Stitcher, we own one of the largest podcast apps and a network of original content from talent such as Bill Nye and LeVar Burton. We're on a mission to transform podcasting into a major part of the media landscape, and we're looking for like-minded enthusiasts to help.

Stitcher is hiring a Listener Support Specialist in our San Francisco office! This role is an integral part of our support team and will be responsible for being the first point of contact for Stitchers free and paid podcast listeners that reach out to us with issues. In this role, you will maintain our ticket queue, troubleshoot, answer billing questions, discuss podcasts and so much more. You must enjoy working in a fast-paced environment and using creative thinking to find solutions to keep our listeners happy!

What youll do:

  • Serve as the first point of contact for our customers that reach out to us via our support channels (email, in-app, app reviews & Twitter)
  • Educate listeners on our product and how to navigate our mobile and web app.
  • Work closely with engineering to reproduce bugs and follow up with listeners when needed.
  • Be a listener advocate by providing feedback to the product and engineering team on improving the platform to better solve our listener's challenges.
  • Provide innovative feedback to management to continue to better the department and process.
  • Successfully perform against department scorecard metrics including QA, AHT and CSAT ratings.

What youll bring to the job:

  • 2+ years of professional experience in customer support
  • Experience in iOS and Android device troubleshooting
  • Experience meeting SLAs like, customer satisfaction, first response and issue resolution times
  • Experience with freemium products, including third party subscription platforms - iOS App Store, Google Play Store, etc.
  • Technically savvy with proficient understanding of modern computer OS, mobile & CE devices.
  • Experience using help desk systems such as Zendesk, Service Cloud, Helpshift, etc.
  • Excellent written and verbal communication skills.
  • Ability to work flexible weekend schedule.

Plus Requirements

  • Experience using Atlassian products, GSuite, Helpshift, Sprout Social
  • A true love of podcasts

Stitcher the best place to listen to, produce and monetize podcasts. The Stitcher app, available for iOS and Android devices, is one of the worlds most popular podcast listening platforms, with a growing network of original content and a premium subscription service. Stitcher is the parent company of Midroll Media, the leading podcast advertising network representing over 200 of the worlds largest podcasts, and top-ranked comedy podcast network Earwolf. With offices in Los Angeles, New York City and San Francisco, Stitcher was founded in 2007 and is a wholly owned subsidiary of The E.W. Scripps Company (NASDAQ :SSP )

As an equal employment opportunity employer, The E.W. Scripps Company and its affiliates do not discriminate in its employment decisions on the basis on race, sex, sexual orientation, gender, color, religion, age, genetic information, medical condition, disability, marital status, citizenship or national origin, and military membership or veteran status, or on any other basis which would be in violation of any applicable federal, state or local law. Furthermore, the company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship for the company.

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Posted: 2019-10-31 Expires: 2019-11-29

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Listener Support Specialist - Stitcher

Scripps Media, Inc.
San Francisco, CA 94102

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