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What You'll Own:
- Own the support inbox and phone line as the primary point of contact.
- Resolve account issues, troubleshoot newsletter deliverability, and process discount programs.
- Handle the full cancellation conversation with a real reply and retention offer.
Making the Product Better:
- Turn inbox patterns into a recurring friction report for the team.
- File bugs with the product team and follow them to resolution.
- Keep the FAQ, help content, and support playbook current.
What We're Looking For:
- One to three years in customer support or subscriber operations with great writing skills.
- Real technical curiosity to diagnose ad-blockers, VPNs, and billing issues.
- Comfort with subscription tools like Piano, Stripe, and Shopify.
Who We're Looking For:
- You’d rather resolve a problem than close a ticket.
- You notice repeated questions and fix the root cause.
- You can hold a hundred open threads without losing one.
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