Customer Support Specialist

Job description

## **About Qwoted** Qwoted is on a mission to help the world tell better, richer, more meaningful stories. We connect journalists, editors, and producers with the experts, brands, and small businesses they need as sources, using smart technology to make better matches happen faster. We believe in free media as essential to democracy, in authenticity between the people we connect, and in going above and beyond for our community. ## **About the Role** We're looking for a Customer Support Specialist to join our User Success team. You'll be the friendly, knowledgeable voice that helps our community, both journalists posting source requests and experts/PR representatives responding to them, get the most out of Qwoted. Working primarily in Intercom, you'll manage live chat conversations and support emails, troubleshoot platform issues, verify accounts, and guide users through every step of the Qwoted experience. This role is a great fit for someone who loves solving problems, communicates clearly and warmly, and can keep pace in a fast moving, high volume environment. ### What You'll Do - Respond to customer inquiries via Intercom live chat and email, providing fast, accurate, and friendly support - Help reporters and media creators navigate the platform and successfully post source requests - Guide experts and PR professionals through account setup, verification, and general platform use - Troubleshoot technical issues and know when to escalate to the right internal team - Verify user accounts and maintain platform trust and safety standards - Identify patterns in support conversations and flag recurring issues or opportunities for improvement - Maintain a helpful, professional tone across all customer touchpoints, even in tricky situations - Assist with side projects such as auditing user reports to help maintain platform integrity ### Required Skills and Experience - 1 to 3 years of experience in a customer support, customer success, or client facing role - Experience using a help desk or support platform (Intercom experience strongly preferred) - Excellent written communication skills, with the ability to adjust tone for different audiences - Strong problem solving skills and sound judgment when handling ambiguous situations - Comfortable working in a fast paced environment and managing a high volume of conversations - Tech savvy fast learner with a track record of quickly picking up new software tools, workflows, and platform features, ideally gained in a tech or SaaS environment - Reliable, detail oriented, and able to work independently in a remote setting ### Preferred Soft Skills - A calm, patient, and empathetic approach to customer interactions - Curiosity and a genuine interest in understanding the "why" behind user pain points - Comfortable giving and receiving feedback in a collaborative team environment - Strong sense of ownership and follow through - Adaptability when priorities shift or new processes are introduced - A collaborative, upbeat attitude that contributes positively to team culture ### Nice to Have - Familiarity with the media or PR industry - Experience with tools like Slack, ClickUp, or Stripe