Customer Solutions Specialist

Job description

About Us: Mercury Radio Arts is the media company founded by Glenn Beck, home to his national radio show and a growing portfolio of content, platforms, and initiatives. Our newest venture, Torch, is a direct-to-audience platform built for people who want more than headlines and noise. It’s focused on truth, history, faith, and the ideas that shape a free society. Through original programming, deep-dive investigations, and immersive storytelling, Torch is designed to inform, challenge, and equip people to better understand the world around them. We’re building something intentional. And we’re looking for people who want to be part of it Position Summary: We have an immediate need for a Customer Solutions Specialist to join us at our studios in Las Colinas, Texas. This role is the primary point of contact for Torch subscribers, delivering the responsiveness and care of a customer service representative while also serving as a coordinator and liaison between our subscribers, the accounting team, and the tech team. The ideal candidate is patient, tech-savvy, and has experience working in a subscriber-based company or platform. Essential Functions: • Serve as the primary point of contact for Torch subscribers via phone, email, and chat, responding to questions and concerns with patience, professionalism, and a solutions-oriented approach. • Troubleshoot and resolve subscriber account issues, including login, access, and subscription management questions, escalating as needed. • Act as a liaison between subscribers and the accounting team on billing inquiries, payment issues, refunds, and subscription changes. • Partner with the tech team to identify, document, and escalate technical issues affecting subscribers, and follow up to confirm timely resolution. • Log subscriber interactions, issues, and resolutions accurately and consistently in the customer service platform or CRM. • Identify recurring subscriber issues or trends and share findings with accounting, tech, and leadership to support ongoing process improvements. • Maintain a strong working knowledge of the Torch platform, product features, and subscription policies to provide accurate, timely support. Minimum Qualifications: • Previous experience in a customer service or customer support role, preferably with a subscription-based company or platform. • Tech-savvy and comfortable navigating and troubleshooting software platforms, apps, and basic account or billing systems. • Patient, personable, and professional, with strong verbal and written communication skills. • Strong problem-solving skills and the ability to coordinate effectively across departments, including accounting and tech, to resolve subscriber issues. • Highly organized and detail-oriented, with the ability to manage multiple subscriber inquiries and follow-ups at once. • Genuine interest in and alignment with Torch's mission and Mercury Radio Arts' values.