Substack is building a new economic engine for culture, giving the brightest, most interesting, and most creative people on the internet the power of their own publishing platform. Substack empowers independent writers, artists, videographers, podcasters, and creators of all types to create, share, and make a living off their work through subscriptions, while offering them creative freedom, ownership, and a direct connection to their audiences. The Substack Support Team is a small, in-house team of experts dedicated to educating and advocating for creators and empowering them to grow their businesses by supporting their subscribers at scale. Weâre looking for a Support Specialist based in the UK to help us maintain our coverage for users outside of U.S. working hours, as we expand internationally. This remote role operates on a Sunday - Thursday schedule and works 10:00 A.M. - 6:00 P.M. GMT. Candidates will be ideally located in or around London. Responsibilities: Provide efficient, professional support to creators and subscribers via email and potentially other channels, such as live chat Your day-to-day will consist of: Resolving questions, bugs, feedback, and general inquiries, averaging at least 200-300 tickets per week (~80% of your time) Participating in team meetings and project work (~20% of your time) Create and share organized and actionable feedback for our Engineering, Product, and other teams, collaborating to resolve concerns effectively Act as primary point of contact for internal support needs of international team members, including participating in occasional live and virtual events Contribute to team operations via projects or areas of ownership (creating macros, publishing to knowledge bases, tracking trending issues, etc.) Requirements: Ability to work autonomously outside of working hours for US Specialists. For half your day, youâll be the only Specialist in the Support queue. 2+ years of experience working in technical support Experience
