[Hiring] Podcaster Support I @Libsyn

Role Description

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.

• Provides support to our customers across our podcast hosting and monetization platforms.
• Helps customers attain their goals in podcasting, providing advice on getting the most out of our products and educating them on best practices.
• Conveys technical information in digestible language for non-technical users.
• Works to better our support team as a whole to provide the best customer support experience.

Qualifications

• Engaged: Show up every day with curiosity and energy; take ownership and don’t wait to be managed.
• Effective: Move work forward and produce quality outputs; meet or exceed commitments.
• Collaborative: Make others better; communicate across functions and share context openly.

Requirements

• Customer Empathy & Support Care: Show deep empathy and patience with creators.
• Technical Translation & Education: Translate complex technical concepts into clear, actionable guidance.
• Multi-Channel Troubleshooting: Diagnose and resolve easy-to-medium complexity technical issues across multiple support channels.
• Knowledge Base Contribution: Identify documentation gaps and author high-quality articles.
• Podcast Hosting Platforms: Proficiency in major hosting environments (Apple Podcasts, Spotify, iHeart, etc.) 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.

Benefits

• 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