Customer Support Specialist
About The Position
Qwoted is seeking a Customer Support Specialist to join their User Success team. This role will serve as the primary point of contact for users, assisting both journalists and experts/PR representatives in maximizing their use of the Qwoted platform. Responsibilities include managing live chat and email support through Intercom, troubleshooting technical issues, verifying accounts, and guiding users through the platform. The ideal candidate is a problem-solver with clear and warm communication skills, capable of handling a high volume of interactions in a fast-paced environment.
Requirements
- 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
Nice To Haves
- Familiarity with the media or PR industry
- Experience with tools like Slack, ClickUp, or Stripe
Responsibilities
- 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
Benefits
- Fully remote role
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
