Associate Customer Support Specialist

Reston, VA

About the Role

Megaphone is looking for an Associate Customer Support Specialist to work at our fun and fast-paced podcast technology, advertising sales and creative services company. The Associate Customer Support Specialist role is an excellent opportunity for someone who wants to join a close knit and smart team of a rapidly growing business. If you excel at clear communication and love problem-solving, this is the job for you. This job will report to the Sr. Director, Customer Support and Services and is based in Reston, VA.

Key Responsibilities

  • Execute onboarding programs for new customers via project plans, phone calls and live demos
  • Respond to customer support requests via LiveChat (Intercom app)
  • Create help documentation for new products, features and platform workflows
  • Become a Megaphone expert and communicate what you’ve learned to our customers and to fellow colleagues
  • Conduct platform trainings for existing customers and product demos for prospective customers
  • Troubleshoot product bugs or technical issues and escalate to our engineering team as needed
  • Track customer feedback and requests for the Megaphone product team
  • Run analytic reports via Looker
  • Ensure that all customers have a great experience using Megaphone

Requirements and attributes of the ideal candidate:

  • Bachelor’s degree, preferred
  • 2-4 years of professional work experience with 1+ year in a customer facing or account management position (such as consulting, technical support, etc.)
  • A cheerful disposition geared towards helping our customers solve problems through empathy and patience
  • Results-driven mentality with a bias towards action and speed
  • Multi-tasking abilities
  • Excellent writing skills to turn complex topics into easy-to-understand and concise language
  • Patience and a cheerful disposition when handling tough cases
  • Genuinely loving podcasts
  • Comfort in a startup environment – we move quickly and wear many hats
  • Experience working with Looker, Intercom, Jira and other product related platforms
  • Understanding of APIs and use of Postman

Application requirements

To apply, please send a cover letter and resume to support-associate@megaphone.fm.

Megaphone is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.