The role of a Customer Support Specialist at beehiiv
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, website builder, paid tiers), we’re entering our next phase of hypergrowth.
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’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 build thorough documentation and processes to assist both users and improve internal processes
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.
- 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.
- High expectations for both speed and quality.
- Must navigate complex organizational dynamics.
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
- Monthly Wellness Days (every third Friday of the month!)
To learn more about beehiiv visit their website
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