Customer Support Specialist

At Castos, our goal is simple: Make podcasting easy and accessible to all. 

We do this through things like our hosting platform, and our Seriously Simple Podcasting WordPress plugin integration. With all of our products, the goal is to provide solutions that are easy to use, are built with customers’ needs first, and give customer support that is truly heroic.

As the podcasting medium continues to explode in popularity more and more new podcasters are coming into this form of content, and we’re here to help you every step along the way.

Castos is looking for an experienced Customer Support Specialist to join our team in providing industry-leading assistance to our customers.

Our team is fully remote, so you should be self-motivated and able to work independently. If you enjoy working at startups, wearing lots of hats, and delighting customers, you’ll fit in perfectly.

Podcasting isn’t a requirement, but podcasters are strongly encouraged to apply!

About you

  • You know what outstanding customer support looks like and you’re willing to go the extra mile 
  • You’re self-driven, great at running with ideas and executing them independently
  • You love working in a fully remote setting
  • You enjoy translating technical ideas for non-technical audiences
  • Ability to function independently as well as part of a team
  • You have a passion for problem-solving. Nothing gets you more excited than a tricky problem or a new challenge
  • You work with a sense of urgency and know how to hustle

Job Description

  • Combine technical expertise with customer service to resolve questions and issues
  • Provide our valued customers with support for our Castos web application and WordPress plugin via Zendesk, using chat and email
  • Help customers get the most value out of their experience with Castos
  • Help maintain and improve the Castos Support Center
  • Document and build new tools to improve support flows
  • Identify patterns, recommend improvements, and filter out important issues to both our product and service systems
  • Author documentation for our customer-facing Help Center
  • Assist with successful onboarding of new customers

Requirements

  • Ability to overlap with US hours 8am-5pm EDT/EST
  • Working knowledge of WordPress
  • Experience in a similar role at another B2B or B2C software company
  • Excellent communication skills in English, both spoken and written
  • Self-motivated and independent, you love working in a fully remote setting
  • Excellent customer service skills with a polite, patient, caring, calm, empathetic, and professional demeanor
  • Tech-savvy – we’d love if (with some training) you are able to identify the root of the problem on your own before escalating it to the tech team
  • Ability to function independently as well as part of a team
  • Must be willing to submit to a reference check

Benefits

  • Competitive salary based on your location and experience level
  • A small but mighty team in which you will have a direct voice in how our support operations are run and influence the product direction
  • Flexible working hours, location, and arrangement
  • 4 weeks paid vacation annually
  • An all-expenses-paid annual company retreat (our last one was in Berlin!)

Does this sound like you?

If so please apply below for this role.  We look forward to hearing from you soon.