Customer Support Specialist

About Us

Recurrent Ventures Inc. is an innovative digital media company that is challenging the media landscape with its proprietary approach. Its best-in-class brands like Popular Science, Domino, Outdoor Life, The Drive, Donut, Dwell, Task & Purpose and more, engage a combined audience of more than 60 million monthly visitors. Initially founded in 2018, the portfolio rapidly expanded and today we have more than 15 publishing brands across automotive, home, outdoors, science, technology, and military verticals. Recurrent Ventures is virtual first, with headquarters in Miami and offices in New York, San Diego, Los Angeles and San Francisco.

Customer Support Specialist 

About Us

Recurrent Ventures Inc. is an innovative digital media company that is challenging the media landscape with its proprietary approach. Its best-in-class brands like Popular Science, Domino, Outdoor Life, The Drive, Donut, Dwell, Task & Purpose and more, engage a combined audience of more than 60 million monthly visitors. Initially founded in 2018, the portfolio rapidly expanded and today we have more than 15 publishing brands across automotive, home, outdoors, science, technology, and military verticals. Recurrent Ventures is virtual first, with headquarters in Miami and offices in New York, San Diego, Los Angeles and San Francisco.

The Opportunity

We are seeking a 12 month Temporary Part-Time Customer Support Specialist to join our Customer Service team at Recurrent. You'll work across our portfolio of brands, including Dwell, JancisRobinson.com, and others as required.

Dwell champions design that improves people’s lives, offering both print and digital subscriptions to our highly engaged customer base. We promote new ideas about what a home can and should be, offer expert advice for making your space a better place to live, and provide a marketplace for the best designed products available.

JancisRobinson.com is a member-supported wine knowledge platform by world renown wine critic Jancis Robinson. Members gain access to advice from Jancis and her team of experts, including seven Masters of Wine, as well as our lively and well-informed Members’ Forum. From beginners to experts, our readers learn more about wine through our articles, tasting notes, and more.

The Responsibilities

- Be the first point of contact for our brands Dwell and JancisRobinson.com subscribers. Most of your time will be spent in Zendesk where you will address open tickets (~200/week), with additional phone support as needed in response to customer voicemails.

- Use Pelcro, (JancisRobinson.com) or Stripe (Dwell) to manage customer access, update user emails and payment methods, or otherwise resolve customer issues and concerns.

- Document common customer support issues that arise so that the product teams can prioritize fixes to better serve our customers. You’ll be using Google Docs/Sheets to track common issues so that fixes can be prioritized for our engineering team. We also heavily use Slack to surface major customer pain points to the broader team.

- Coordinate with Dwell Magazine’s fulfillment agency, CDS Global, to resolve customer issues that cannot be remedied within Stripe. This communication is handled via Slack and email.

Qualifications

- Experience with Zendesk customer support software.

- Experience with Stripe and Pelcro payment software not required, but preferred.

- Strong communication skills, and ability to find a quick resolution to customer issues.

- A strong desire to create a quick and delightful experience for our customers.

- Love working with tight-knit entrepreneurial teams.

Benefits & Perks
  

• Medical, dental, vision & life insurance
• Fitness Reimbursement 
• Unlimited PTO
• Remote - work from anywhere!
• Parental leave
• Matching 401k
• Equity package