Customer Support Specialist

Job Description

This is a vital 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 Customer Support Specialist on the Care team within the Customer Experience group, you'll handle some of the Times' most important and complex customer issues. Whether it's troubleshooting a subscriber's repeated delivery issues, scanning social media for customer problems, helping our partner teams understand what customers are saying about their product, or figuring out a better way to keep customers from canceling their subscriptions, we will rely on you to solve any problem thrown your way. You'll be part of a small group at Times HQ testing new approaches to improve the customer experience, strengthen the customer relationship and increase customer value and retention.

Responsibilities:
  • Provide an effortless customer care experience through inbound and outbound phone, email, chat, and social support.
  • Identify the cause of problems quickly and methodically, and determine the best solution.
  • Work with partner teams to troubleshoot customer problems, advocating tirelessly where necessary to ensure customers have the best experience possible.
  • Triage difficult customer issues, be the first to notice trends in customer complaints, and communicate those trends to the respective internal team.
  • Support our outsourced teams with advanced questions.
  • Close the loop with customers and future-solve problems that you know are likely to come up for the customer later in their journey.
  • Test new Customer Care models, processes and technologies before we roll them out to the broader team.


Basic Qualifications:
  • You have 1+ years of experience in customer service in a variety of digital channels and for a subscription product.
  • You're naturally tech savvy and spend a fair amount of your day online. You generally know how the web and apps work.
  • You have a serious passion for helping people and an obsession for great customer experience.
  • You're an avid news consumer across lots of different platforms.
  • You can translate complex concepts into "layperson" speak, even when talking to a frustrated customer.
  • Your communication skills are second to none - you're amazing on the phone, over email or chat, and in person.
  • You have strong attention to detail and are extremely well-organized.
  • You're a natural at breaking down and solving problems. You can't help but figure out the "why" behind an issue and won't stop until you've fixed it.
  • You see things through to completion. You never leave loose threads on a project and no one has to follow up with you to check on progress. You multitask and manage competing priorities like an expert.


#LI-AM1

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.