Customer Service Specialist, Wondery

Experience as a B2C Customer Support Specialist or similar Customer Service role in a digital subscription-based business
- Experience using help desk software and remote support tools, such as Intercom or Zendesk
- Experience using payment and billing software, such as Stripe

Key job responsibilities
- Monitor and respond to app reviews, with responses being completed within 3 hours of receipt during business hours; update review responses when bugs are resolved and new requested features are launched
- Monitor and respond to high-priority inquiries on weekends and holidays within 24 hours, as necessary, in coordination with your manager
- Triage and respond to billing disputes in a timely manner, in all cases before the dispute due dates provided by the card issuer
- Promptly report any product malfunctions to the Product and Marketing teams
- Gather customer feedback and share with our Product and Marketing teams
- Share feature requests and effective workarounds with other customer-facing team members
- Provide weekly reports to management on customer service volume and trends
- Inform customers about new features and functionalities
- Create and maintain customer-facing FAQs, videos and other support materials
- Various special projects related to hygiene of customer records in our systems
- Other duties, as assigned

About the team
Wondery, an Amazon company, is a premium podcast studio known for character-driven, binge-worthy stories including Dr. Death and Business Wars, and distribution of hit partner shows Morbid and How I Built This. Wondery was behind eight of the "Top 25 New Shows of 2021", according to Podtrac. Over 50 shows from Wondery have hit #1 on Apple Podcasts including Scamfluencers and Twin Flames. Many Wondery podcasts have been adapted for scripted television or streaming series including Peacock and Apple TV+. Wondery has gained critical acclaim and commercial success for its immersive approach to sonic, emotionally driven storytelling.

Heredia, H, CRI
- Bachelor's degree
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Avid podcast listener, familiar with a variety of podcast apps