Customer Support Specialist

beehiiv is the all-in-one newsletter and creator platform powering the next generation of media companies and independent voices. We help creators and businesses launch, grow, and monetize newsletters—now serving tens of thousands of publishers and reaching hundreds of millions of readers monthly. With $20M+ ARR, 100% YoY growth, and a newly expanded product suite (ad network, community, podcasts), and we've got so much more to build. 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. _*Please see below the regions/countries that we cannot currently accept applications from._ Ideally, you will have: - 3+ 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 - Technical problem-solving skills and resolves user issues with care - Strong organization skills: able to work independently with little direction when necessary - Genuine excitement about scaling a nascent platform - An ownership mentality - You've built something with AI and seen it through: prompts, workflows you refined, a repetitive task you automated away - Experience working at an email platform is a huge plus What you’ll be responsible for: - 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 maintain thorough documentation and processes to both assist users and improve internal processes - Build reusable assets — prompts, macros, documentation, small automations — that make the whole team faster, not just your own queue Why this role might be for you: - Join a fast-growing new team that prioritizes velocity. - High impact and high visibility. - You're autonomous and excited about owning projects. - You want to join support that's being rebuilt around AI, not support that's bracing for it. - Excited about new challenges and executing creative solutions. Why this role might not be for you: - Not a traditional 9-to-5 position. - Need to manage multiple priorities and stakeholders. - Must be comfortable with rapid iteration and frequent context switching. - AI fluency is not a nice-to-have; it's table stakes. - High expectations for both speed and quality. Why beehiiv? - There's no room for B players ⭐: The best makes everyone better. - Maniacal sense of urgency ⚡: Speed is our superpower. - Say what you think with positive intent 💬: Disagree openly and give hard feedback directly, with the intent to help someone improve. - User-obsessed 🐝: Every decision starts with one question: how does this add value for the user? - Ego comes second, winning comes first 🏆: We're here to create the best outcome; the team comes before the individual. 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 - Monthly Wellness Days _*_ Please note that we are not accepting applications from the following regions/countries: Cuba, Pakistan, Iran, Venezuela, Morocco, Nigeria, Ivory Coast, Kyrgyzstan, Madagascar, Russia, San Marino, Togo, Tajikistan, Uzbekistan, Indonesia, Ghana, Zambia, Bangladesh, Burundi, Mozambique, Senegal, North Korea, Syria, Sudan, Belarus, Iraq, Myanmar (Burma), Central African Republic, Democratic Republic of the Congo, Lebanon, Libya, Somalia, South Sudan, Yemen, Zimbabwe, Afghanistan, Haiti, Nicaragua, Tanzania, Ecuador, Ukraine, Mali, or Malaysia.