Customer Service Representative for Premium Podcasts

hace 9 horas


San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

Role Summary:

We are seeking a skilled Customer Service Specialist to join our team at Wondery, an Amazon company. As a key member of our customer-facing team, you will be responsible for delivering exceptional support experiences to our subscribers and ensuring their satisfaction with our premium podcasts.

About the Role:

This is a full-time opportunity based in Heredia, Costa Rica. The ideal candidate will have a strong background in customer service, excellent communication skills, and experience working with help desk software and remote support tools. You should be proficient in English (C1 level or equivalent) and have a bachelor's degree. Familiarity with podcast apps and platforms is a plus.

Key Responsibilities:

* Monitor and respond to app reviews within 3 hours during business hours; update review responses when bugs are resolved and new features are launched* Triage and respond to high-priority inquiries on weekends and holidays within 24 hours* Gather customer feedback and share it with our Product and Marketing teams* Provide weekly reports to management on customer service volume and trends

Requirements:

* 2+ years of experience as a B2C Customer Support Specialist or similar role in a digital subscription-based business* Experience using payment and billing software, such as Stripe* Excellent problem-solving skills and patience when handling tough cases* Avid podcast listener, familiar with various podcast apps

Benefits:

* Competitive salary: $45,000 - $60,000 per annum, depending on experience* Opportunity to work with a leading premium podcast studio* Collaborative and dynamic work environment

About Wondery:

Wondery is a premium podcast studio known for character-driven, binge-worthy stories. Our team is dedicated to creating immersive, emotionally driven storytelling experiences. We're committed to providing exceptional support to our subscribers and ensuring their satisfaction with our content.



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