- 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
SaaSTroubleshootingCustomer support