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Customer Support Specialist (Remote) ID-1740

We are on a journey to help the next million creators, publishers, and companies scale and monetize their audiences. beehiiv is already home to tens of thousands of the most popular newsletters worldwide. We hit $1M ARR in January 2023, surpassed $7M ARR in January 2024, and are on track to reach $40M by the end of 2025 📈

This is an incredible opportunity to join a hyper-growth company as one of our Customer Support Specialists. This is a customer-facing role requiring relationship management skills and technical knowledge. You will work with business leaders to understand their needs and map beehiiv’s solutions to their goals. As a Customer Support Specialist, you will work with the customer throughout their entire lifecycle: from onboarding to ongoing support to renewal, while coordinating with internal teams to provide the best support possible. 

The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. We respect each other as individuals and know work is just one part of life; we want you to have the flexibility and support you need to achieve fulfillment in your personal and professional lives. Ideally, this candidate is based on the U.S. East Coast. 

Ideally, you will have:
  • 2+ years of working in a similar support role
  • Prior experience working with Zendesk and other support tools
  • Excellent customer relationship management skills
  • Solid communication, listening, and writing skills
  • Ability to problem solve and resolve client issues
  • Strong organization skills: able to work independently with little direction when necessary
  • Genuine excitement about scaling a nascent platform 
  • An ownership mentality
  • Experience working at an email platform is a huge plus

What you will be responsible for

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  • Act as the main point of contact for any customer escalations to drive resolution in a timely, proactive manner
  • Be available to work nights, weekends, and holidays – ideally, we have someone who can work one day on the weekend
  • Become the customer advocate to drive cross-functional projects and initiatives across Sales, Product and Support
  • Work diligently to unblock and assist users to achieve their desired outcome
  • Create and build thorough documentation and processes to assist both users and improve internal processes 
  • Contribute towards building a world-class support team 

Why beehiiv?

Bias towards action
Our first impulse is to act. We don’t get bogged down in unnecessary processes or bullsh**t. Perfection is the enemy of progress.

Ownership mentality
This company is ours. We go the extra mile because that’s what owners do. Every day, people step up to take on tasks outside of their responsibilities and do whatever it takes for us to succeed.

Building is in our DNA
We are obsessed with improving every aspect of our platform (and ourselves). Whether it’s our product, support, or partnerships, we never stop working to improve it.

We answer to our users
Nothing matters more than serving our users. If our users fail, we fail.

Ego comes second, but winning comes first
We put our egos aside to work collaboratively and build something special. It doesn't matter who's idea or who's vision, we're here to create the best outcome. We're here to win.

We'll take care of you

  • Competitive salary
  • Stock Options
  • Health, Dental, and Vision Insurance
  • 401(k) employer match
  • Unlimited PTO (mandatory 10 days per year minimum)
  • Annual in-person team retreat
  • Unlimited book budget
  • Two deep-focus days without meetings
  • Wellness day each month (every third Friday)

About beehiiv

We're empowering creators to create, monetize, and grow by building the most powerful and robust newsletter platform, built by newsletter people. And we're only just getting started 🚀

beehiiv is committed to a diverse and inclusive workplace. beehiiv is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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