客户支持专员
Customer Support Specialist
关于 Qwoted
Qwoted 致力于帮助世界讲述更精彩、更丰富、更有意义的故事。我们通过智能技术，将记者、编辑和制作人与他们需要的专家、品牌和小型企业连接起来，让更好的匹配更快发生。我们相信自由媒体对民主至关重要，相信我们所连接的人之间的真诚交流，并致力于为我们的社区提供超越期望的服务。
关于该职位
我们正在寻找一名客户支持专员加入我们的用户成功团队。你将成为友好且专业的声音，帮助我们的社区——包括发布来源请求的记者以及回应请求的专家/公关代表——充分利用 Qwoted。主要使用 Intercom 工作，你将处理实时聊天对话和支持邮件，解决平台问题，验证账户，并引导用户完成 Qwoted 的每一步体验。
这个职位适合喜欢解决问题、沟通清晰温暖，并能在快速变化、高工作量环境中保持节奏的人。
你将负责
- 通过 Intercom 实时聊天和邮件回复客户咨询，提供快速、准确且友好的支持
- 帮助记者和媒体创作者熟悉平台并成功发布来源请求
- 引导专家和公关专业人士完成账户设置、验证及平台使用
- 解决技术问题，并在需要时将问题转交给合适的内部团队
- 验证用户账户并维护平台的信任与安全标准
- 识别支持对话中的模式，标记重复出现的问题或改进机会
- 在所有客户接触点保持专业、友好的语气，即使在棘手的情况下也是如此
- 协助其他项目，例如审核用户报告以维护平台完整性
所需技能与经验
- 1 至 3 年客户支持、客户成功或面向客户的岗位经验
- 使用过客服或支持平台的经验（有 Intercom 经验者优先）
- 出色的书面沟通能力，能根据不同的受众调整语气
- 强大的问题解决能力，在处理模糊情况时具备良好的判断力
- 能够适应快节奏的工作环境，处理大量对话
- 技术敏感度高，学习能力强，有快速掌握新软件工具、工作流程和平台功能的经验，理想情况下在技术领域获得过相关经验
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About Qwoted
Qwoted is on a mission to help the world tell better, richer, more meaningful stories. We connect journalists, editors, and producers with the experts, brands, and small businesses they need as sources, using smart technology to make better matches happen faster. We believe in free media as essential to democracy, in authenticity between the people we connect, and in going above and beyond for our community.
About the Role
We're looking for a Customer Support Specialist to join our User Success team. You'll be the friendly, knowledgeable voice that helps our community, both journalists posting source requests and experts/PR representatives responding to them, get the most out of Qwoted. Working primarily in Intercom, you'll manage live chat conversations and support emails, troubleshoot platform issues, verify accounts, and guide users through every step of the Qwoted experience.
This role is a great fit for someone who loves solving problems, communicates clearly and warmly, and can keep pace in a fast moving, high volume environment.
Why Qwoted
At Qwoted, you'll be part of a small, mission driven team working to make storytelling more accessible and media more trustworthy. We value authenticity, community, and innovation that actually supports the people we serve. This is a fully remote role, so you can do great work from wherever you call home.
What You'll Do
- 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
Required Skills and Experience
- 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
Preferred Soft Skills
- A calm, patient, and empathetic approach to customer interactions
- Curiosity and a genuine interest in understanding the "why" behind user pain points
- Comfortable giving and receiving feedback in a collaborative team environment
- Strong sense of ownership and follow through
- Adaptability when priorities shift or new processes are introduced
- A collaborative, upbeat attitude that contributes positively to team culture
Nice to Have
- Familiarity with the media or PR industry
- Experience with tools like Slack, ClickUp, or Stripe