Podcaster Support I

**Job Title**: Podcaster Support I **Department**: Support **Reports to**: Manager, Podcaster Support **Location**: Remote, USA **Why This Role Exists** At Libsyn, supporting our creators is at the very core of our business. The Podcaster Support I role exists because we consider exceptional customer service to be of the utmost importance to our creators' success. You will be on the front lines of our industry\-leading support team, serving as the primary guide and problem\-solver for podcasters who rely on our platform to share their voices with the world. This position is vital to maintaining our high standards of care, resolving technical and account inquiries with empathy and expertise, and ensuring that every podcaster feels valued, heard, and empowered to grow their show. **The Role** Provides support to our customers across our podcast hosting and monetization platforms. Helping our customers attain their goals in podcasting, providing advice on getting the most out of our products and educating them on best practices. Conveying technical information in digestible language for non\-technical users. Working to better our support team as a whole to provide the best customer support experience we can. **What Winning Looks Like** * **Achieve SLA \& CSAT Excellence (Months 1–3\):** Maintain a personal CSAT score of 90%\+ and consistently hit or exceed SLA response times (one business day for email support) while resolving an average of 15\+ customer tickets daily depending on volume. * **Master Media \& Directory Troubleshooting (Months 3–6\):** Independently troubleshoot and resolve medium\-complexity technical issues regarding RSS feeds, Apple Podcasts/Spotify etc., and audio encoding (such as MP3/M4A metadata, ID3 tags, and bitrate optimization). * **Optimize the Support Knowledge Base (By Month 6\):** Proactively identify knowledge gaps and author or update at least 8 high\-quality articles in the internal knowledgebase. * **Drive Creator Success \& Education (Year 1\):** Proactively educate creators on podcasting best practices (e.g., optimization of audio formats and monetization tools). * **Support Team Enablement \& Mentorship (Year 1\):** Actively participate in team discussions, and assist others in answering questions, and helping with projects. **What We’re Looking For** **Libsyn’s Core Values** Engaged You show up every day with curiosity and energy. You take ownership and don’t wait to be managed. Effective You move work forward and produce quality outputs. You meet or exceed your commitments. Collaborative You make others better. You communicate across functions and share context openly. **Role\-Specific Competencies** Customer Empathy \& Support Care You show deep empathy and patience with creators, ensuring every podcaster feels valued, heard, and supported regardless of their technical proficiency. Technical Translation \& Education You translate