Customer Support Specialist

Reports to:

Sr. Manager, Publisher Experience

We are hoping to begin interviews by December 2025.

Job Summary:

You'll be the primary point of contact for our publishers, acting as a technical and strategic partner to ensure their success with Indiegraf's services. Your core mission will be to provide exceptional reactive support, manage the publisher experience from onboarding to retention, and build a robust self-service knowledge base.

This role is the heart of the client relationship, and a central part of our organization that has a strong understanding of how all our departments and processes work together to support our publishers and Indiegraf. This combination allows you to play a vital role in nurturing the founders of independent journalism, understanding their unique challenges, and advocating for their needs - while managing their expectations. 

Your insights on the client experience and Indiegraf's internal workings will not only help you in day-to-day problem-solving but also in wider idea sharing to drive the overall success of our clients and Indiegraf as a whole.

You are essential in ensuring our Spanish-speaking publisher base receives the highest quality, localized support, driving both satisfaction and platform adoption.

Key Responsibilities:

1. Publisher Support & Resolution

• Act as the first point of contact for publishers, delivering prompt and satisfying technical and non-technical resolutions via a ticketing system.
• Prioritize incoming support requests effectively, ensuring rapid turnaround times and escalating complex issues to the relevant internal teams for rapid resolution.
• Implement data-driven strategies for improving customer satisfaction and retention while maximizing resolution efficiency.

2. Publisher Enablement & Training

• Guide publishers through onboarding, training, and troubleshooting Indiegraf's technologies and services.
• Maintain deep and current knowledge of all product updates and changes to ensure effective and accurate customer support and training.

3. Knowledge & Process Improvement

• Design, build, and maintain a comprehensive knowledge base to empower publishers with self-service resources and drive customer experience improvements.
• Proactively gather and synthesize publisher feedback to influence product development and facilitate continuous improvement in our offerings.

4. Internal Advocacy & Collaboration

• Serve as the primary liaison between publishers and cross-functional teams (e.g., Product, Engineering, Sales), representing publisher needs and managing expectations on both sides.
• Collaborate closely with internal teams to ensure publisher concerns are addressed promptly and effectively.

Key Skills & Competencies:     

Must-Haves

• Native or near-native fluency (written and verbal) in both English and Spanish is required.
• Prior experience (2+ years suggested) in a Customer Service, Support role with experience helping both individuals and groups to navigate technical issues.
• Strong technical aptitude with a proven capacity to troubleshoot, debug, and communicate complex technical matters clearly to non-technical audiences.
• Exceptional problem-solving skills and an ability to navigate challenging situations with a calm, resolution-focused approach.
• Highly organized, detail-oriented, and process-driven to manage a high volume of requests efficiently.
• Proficiency with Customer Support/Ticketing systems (e.g., HubSpot, Intercom).

Nice-to-Haves (Highly Preferred)

• Experience working in Journalism or Digital Publishing.
• Familiarity with digital publishing tools like WordPress, Google Analytics, or Meta's platforms.

About You:

This role may be a great fit if:

• You are a dynamic professional with a natural flair for building strong, collaborative relationships.
• You thrive on being a "connector," facilitating seamless communication between external partners and internal teams, and are resourceful in seeking out and appropriately sharing information when gaps exist.
• You approach challenges with a positive attitude, utilizing your knack for problem-solving to turn issues into opportunities for mutual success.
• You are a trusted advisor with an enterprising and strategic mindset, always seeking opportunities to enhance a publisher's growth.
• You demonstrate an ability to balance empathy and compassion with strategic thinking and business imperatives.
• You do well in a remote, start-up environment where priorities can shift quickly, and you enjoy adapting to new challenges as they arise.

In line with Indiegraf's company values, we are seeking new team members who:

• love learning and sharing. We believe that constantly testing, gathering data and listening to feedback drives innovation. You are willing to learn and share with humility and are obsessed with seeking feedback to refine your work.
• are committed to equity and inclusion. Indiegraf is on a mission to change who owns media so that it better serves everyone. We want to work with people who are mindful of the power dynamics in everything they do and who contribute to an equitable work environment.
• are energized by growth. Creating new products and processes is your thing. Being part of a big, ambitious vision excites you. You're not afraid of change. You love taking chances and being accountable to goals. 
• are always seeking ways to do things more efficiently. Indiegraf is scaling a network of independent news outlets that can succeed in markets where traditional news models fail because they are more efficient. Our team is obsessed with replicability, scalability and cost efficiency.
• value a healthy work culture. We are a mission-driven, female-led company shaking up legacy news media dynamics. We work hard and unplug most weekends and during vacations. You want to contribute to a great culture that makes our team love Mondays. We are collaborative, and strive to win together as a team.

Benefits of working for Indiegraf:

• Health and dental benefits after three months;
• Participation in Employee Stock Option Plan after three months;
• Flexible vacation and paid sick day policies;
• Professional development and advancement opportunities; and
• Commitment to an equitable, collaborative and connected work environment that nurtures our team's well-being.

About Indiegraf:

Indiegraf helps independent newsrooms secure their future. As the operating system for local media, we give publishers the tools, technology, and hands-on support to diversify their revenue, deepen audience relationships, and grow sustainably. In an industry where resources are tight, our mission is simple but urgent: ensure that independent media can thrive without compromise.

Headquartered in Vancouver Canada, we launched in May 2020 and now support publishers globally in English and Spanish. See below to learn more about Indiegraf's history and our founder's vision.

• Read this story to find out what inspires the Indiegraf team to do what we do.
• Peruse our weekly newsletter to read about how the news entrepreneurs we support are making an impact.
• Watch our co-founder Erin Millar's five minute Newsgeist talk on why small is future of the media industry.

We are committed to being a diverse and inclusive company. We encourage candidates with a range of perspectives, abilities, backgrounds and experience to apply.

This job is fully remote with the possible, occasional, need for in-person gatherings in Vancouver. Applicants based anywhere in Canada are welcome to apply.