Support Specialist

Substack

full-time

Posted on: 3/12/2026

Location Type: Remote

✨ AI Apply

💰 £57,000 - £70,000 per year

About the role

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.)

2+ years of experience working in technical support
Experience with Zendesk and/or Stripe is a plus
Experience with payment processing systems is required
Experience performing data analysis and utilizing AI tools is required
Ability to support users through a variety of channels, including live
You love helping people and find it rewarding to solve their problems
You’re an excellent communicator, both in writing and speech
You’re comfortable with ambiguity and working in a fast-paced, high-trust startup environment
Alignment with Substack’s mission to build a new economic engine for culture and experience as a Substack user is required. Experience as a creator is a big plus
Proficiency in a second language is a plus.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportdata analysispayment processing systemsAI tools

Soft Skills

excellent communicatorproblem-solvingability to support userscomfortable with ambiguityworking in a fast-paced environment