Job Description
Since 2014, Acast has been creating the world’s most valuable podcast marketplace, building the technology which connects podcast creators, advertisers and listeners.
Its marketplace spans more than 100,000 podcasts, 2,300 advertisers and 400 million monthly listens. Crucially, those listens are monetized wherever they happen - across any podcasting app or other listening platform.
The company operates worldwide and is headquartered in Stockholm, Sweden. Acast is listed on the Nasdaq First North Premier Growth Market (ACAST.ST)
About the role
The role of the CSM is to help create and execute a fantastic customer experience for new and existing podcasters who join Acast.
You will be joining a global team where everyone is working remotely. Your day-to-day job is to support our podcaster partners and become their trusted expert when they have general business and product enquiries, which includes those completely new to podcasting and experienced veterans. You will be connecting with a wide range of customer types, from non-technical to technically advanced publishers.
You will contribute to all support communication channels, including email support, live chat, social media and occasionally phone or video calls. In addition to this, you will contribute to support operations at Acast.
What you will do
• Spend time dealing with customers, solving their issues and guiding them on the best use of our products• Solve technical questions and issues independently where possible, and escalate to L2 or L3 where necessary• Share key customer feedback and insights with internal stakeholders on a regular basis• Proactively update customers when new products and feature improvements are released, in collaboration with product teams• Update help articles for customers and contribute to internal knowledge base for future employee training• With gained knowledge and experience, seek to further develop our Customer Success department so that Acast becomes synonymous with amazing client service and support
Who you are
You are passionate about technology (maybe you are listening to podcasts about how things work), and might have experience utilizing customer support tech to automate self-serve support (e.g. Intercom, Zendesk, or a similar platform), or want to learn more about it.
You are a problem-solver with first-class communication skills, who can explain more complicated topics to those less technical. In regards to work environments, you enjoy a fast-paced environment and excel working within a team, as well as individually. You are also someone who is comfortable being uncomfortable at times.
• Technical support or customer service experience• Strong communication skills. Fluent in English is required, French or German would be a big plus.• When talking to customers and internal stakeholders, you are open to other people’s experiences and solutions while able to share your knowledge in a respectful way.• Structured and willing to contribute to creating (and improving existing) processes and routines, that will help the rest of the team to work in the most efficient way possible.
Where you’ll be
• This team is distributed around the world and works remotely. With a remote-first way of working we want you to feel productive regardless of work location• Where in the world? For this role, you can be anywhere in Sweden
Acast is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, gender, sexual orientation, religion, ethnicity, national origin or any of the other wonderful characteristics that make us different.
Culture is our number one priority as a business. We believe people come first, and we work every day to enable autonomy, continuous improvement and bring out the best in people. We’re global and have remote teams, so it’s even more important that we strive for an open, inclusive and caring environment where everyone feels visible and welcome.We consider ourselves a modern organization driven by strong values to create the best, most fulfilling and nurturing culture.
We very much look forward to finding the next great person to join our cause!
Job Specification