143studiosinc
Customer Support & Social Engagement Specialist
Hybrid in Boston, MA
Sponsorship not specifiedDetected 12 days ago
HubSpotCRMCustomer SupportZendeskLeadershipCommunicationWritingOrganizational Skills
About the role
- Consistent coverage is an important part of this position, especially during high-volume audience moments such as podcast spikes, launches, press moments, tours, book campaigns, viral content and major announcements.
- Respond to customer, subscriber, listener, and fan inquiries with clarity, care and accuracy
- Use tracking systems to ensure timely follow-up and resolution
Responsibilities
- Monitor and manage the customer support inboxes daily
- Troubleshoot basic issues and provide relevant resources, including podcast episodes, articles, product links, or approved support materials
- Categorize, prioritize and manage a high volume of messages efficiently without sacrificing quality or empathy
- Maintain organized and accurate records in the ticketing system
- Forward or escalate inquiries to the appropriate internal teams, agencies or team leads
- Assist in updating templates, macros, FAQs and support processes
- Support daily engagement across priority social platforms and Spotify
- Flag comments or threads that indicate confusion, frustration, misinformation or a need for high-touch support
Requirements
- You Are Wired for This Work
- You can stay grounded when messages are repetitive, sensitive, emotional or unclear
- You are operationally disciplined and can follow workflows, apply tags accurate, keep systems organized and help improve processes over time
- You are organized, detail-oriented, and willing to follow workflows carefully while helping the team improve processes over time
- Comfort with repetitive daily workflows and the discipline to do them well
- Ability to identify patterns, themes and emerging audience needs
- Experience Needed
- Ability to notice patterns, recurring questions, audience themes, and emerging issues
- Comfort with repetitive daily tasks and the discipline to do them consistently and well
- Bachelor's degree required
Nice to have
- Respond to audience questions and comments using approved messaging and brand tone
- Review and approve episode comments on Spotify in alignment with podcast team requirements and screening criteria
- Guide audience members toward relevant content, resources, podcast episodes, digital products, the newsletter, or community touchpoints
- Surface powerful comments, testimonials, audience stories, and moments of impact
- Help ensure the audience experience feels consistent across hello@ and podcast@ inboxes and social channels
- Identify recurring themes across email, podcast comments and social engagement
- Track common audience questions, feedback, podcast reactions, trends, pain points and sentiment trends
- Synthesize audience questions, feedback and patterns
Company info
- 143 Studios is an award-winning media production company headquartered in Boston, MA focused on creating, producing, and publishing first-of-its-kind audio and visual content that inspires and empowers millions of people globally.
- We are the team behind the Golden Globe-nominated show The Mel Robbins Podcast, which is #1 most-followed show on Apple Podcasts.
- We're also the same team behind The Let Them Theory, a cultural phenomenon with almost 10 million copies sold, six #1 Audible Originals, and professional development education for many of the largest companies in the world.
- Every day, our work reaches more than 40 million online followers around the world.
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