Customer Support Specialist

New York, NY

This is an important moment in the life of The New York Times. We have declared ourselves a subscription-first company—staking our future on producing journalism worth paying for and developing deeper relationships with our subscribers. 


Customer Care is essential to these efforts. As a member of the internal customer support team, you will be the ultimate brand ambassador for The New York Times and will solve some of the most complex issues for our customers. We will rely on you for a multitude of things from digging into the stickiest technical issues, de-escalating the most frustrated and irate customers, capturing critical customer feedback, identifying and surfacing customer and system related issues, and solving some of the most complex billing issues that arise. You will support our suite of New York Times products and will help transform what great customer service looks like at The Times. 


You will report to the Manager of Customer Care working on a diverse team with a customer-focused mission. This is a fully remote position.


Responsibilities:

  • Effectively communicate with customers via multiple channels including inbound and outbound phone, email, chat, and social support
  • Take ownership of every customer interaction to ensure we resolve problems quickly and methodically while maintaining complete focus on creating a positive customer experience
  • Proactively solve problems that you know are likely to come up for the customer later in their journey
  • Work with partner teams to troubleshoot customer problems, advocating tirelessly where necessary to ensure customers have the best experience possible
  • Support our outsourced customer service teams by troubleshooting and solving escalated questions
  • Master our internal tools to effectively manage our customer relationships
  • Stay up to date on New York Times product and system changes to ensure you’re always guiding customers with the correct information 
  • Contribute to a positive, collaborative work environment


What you’ll bring: 

  • You can break down complex problems into smaller, more manageable pieces that can be solved using sound business judgment
  • You’re tech savvy and are comfortable with and enjoy learning new tools and technology
  • You find creative problem solving fulfilling and equally challenging and don’t rely on having a standard operating procedure for every scenario
  • You thrive in a dynamic and collaborative environment and are comfortable with ambiguity 
  • You embrace open feedback from your manager and peers and are comfortable giving feedback as well
  • You have strong attention to detail and are extremely well-organized
  • You see things through to completion. You never leave loose threads on a project or task and no one has to follow up with you to check on progress
  • You easily adapt to ever changing environment and can effectively multi-task and switch priorities on a moments notice


Requirements:

  • You have 2+ years of experience in customer service or technical support, preferably in a remote environment
  • Fluency in the suite of Google applications, especially Sheets and Docs
  • You can comfortably type at least 45 wpm
  • You can maintain a safe and professional office-work environment, free from background noise and distraction
  • You will be required to work at least one weekend day and occasional holidays


The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.


The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local "Fair Chance" laws.

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