Specialist, Public Support & Solutions

Remote
Full Time
Marketing and Communications
Mid Level

Specialist, Public Support and Solutions 
 

Department: Public Support & Solutions 

Division: Marketing & Communications 

Location: Remote (East Coast Time Zone)

Reports To: Associate Director, Public Support & Solutions

Status: Full Time, Regular, Non-Exempt, Union

Salary: $53,000

 
THE ROLE

The Public Support & Solutions Specialist will field information requests that come in via helpdesk software such as ZenDesk, phone, email, and/or social media from participants and the general public. This role will communicate directly with customers to solve problems, address complaints, answer questions and defer to other internal departments when necessary. The ultimate goal is to provide positive customer relationships. Responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. Key elements of the role include familiarity with the StoryCorps’s products and services, and the ability to identify and address customer needs quickly. 

This position will report to the Associate Director, Public Support & Solutions but collaborate closely with various departments at StoryCorps to ensure excellent service to participants, listeners, and other parties. To be successful in this role, you should be an excellent communicator who will help establish our reputation as a company that offers and delivers outstanding and excellent customer support.

This position is designated as a union position. As such, it is subject to the terms and conditions outlined in our Collective Bargaining Agreement with CWA Local 1180.

WHAT YOU’LL DO

  • Manage the day-to-day processes between StoryCorps and our external Call Center partner, including updating booking and reminder call scripting, following up on incidents, and reporting. 
  • Coordinate with StoryCorps’ Digital & Technical Innovation team to maintain key systems and automation to support these communications.
  • Generate template language and monitor systems to ensure timely and accurate support and cross-train other members of the Public Support team on Signature Interview participant support.
  • Provide support on the backend as necessary to Signature Interview participants across StoryCorps’ initiatives, by assisting the Programs team with troubleshooting (i.e. Managing email preferences, explaining the process, and managing access to their recordings.
  • Provide assistance to StoryCorps Major Donors as the organization begins to build a membership program( i.e. assist participants when they experience form issues and updating their email subscriptions).
  • Create and maintain FAQ content as needed to build out resources for the StoryCorps’ Help Center.
  • Support the Signature Interview collection team with maintaining transactional communications to participants using Acuity, our reservations system.
  • Utilize StoryCorps’ archival policies to respond to complex participant situations regarding interview access and permissions.
  • Support the Associate Director and key internal stakeholders with sensitive participant issues regarding rights, access, and the moderation of Signature Interview content in the Online Archive.
  • Work across departments at StoryCorps to innovate improvements to the StoryCorps Signature Interview participant experience with a focus on reservations, support, and transactional communications.
  • Act as a liaison between StoryCorps internal teams (Production, R&A, etc.) and StoryCorps participants when they are featured in StoryCorps’ broadcasts, podcasts, and animations.
  • Conduct occasional one on one communications in Spanish with participants, and/or work with an external vendor for translation.
  • Complete additional duties as assigned. 

ABOUT YOU

Required:

  • At least 2  years of experience in a customer service/support or similar helpdesk role; demonstrated success as a customer advocate
  • Excellent verbal and written communication skills
  • Strong organizational and project management skills; able to prioritize and multitask with ease
  • Experience handling confidential information and navigating complex institutional policies and procedures
  • Detail-oriented with the ability to analyze and improve processes and workflows
  • Knowledge in using PowerPoint, Excel, Google Apps, Asana, Looker
  • Experience with customer support software such as ZenDesk or StatusPage, etc.
  • Ability to be flexible and adaptable to contribute to problem-solving activities within a growing, changing organization
  • Cultural competence/humility and the ability to thrive in a diverse work environment

Preferred:

  • Proficiency on a Mac platform
  • Experience in using Looker, databases, and CRM software
  • Familiarity with Wordpress CMS
  • Fluency in Spanish (written, verbal, and translation)

ABOUT STORYCORPS

StoryCorps' mission is to help us believe in each other by illuminating the humanity and possibility in us all — one story at a time. Since 2003, more than 600,000 people, in all 50 states, have recorded StoryCorps interviews about their lives. We preserve and archive their recordings at the American Folklife Center at the Library of Congress, the largest single collection of human voices ever gathered, and share select stories with the public through StoryCorps’ podcast, NPR broadcasts, animated shorts, digital platforms, and best-selling books. These powerful human stories reflect the vast range of American experiences, engender empathy and connection, and remind us how much more we have in common than what divides us. StoryCorps is especially committed to capturing and amplifying voices least heard in the media.

OUR COMMITMENT:

We seek to recruit and develop a staff whose diversity reflects the communities we serve, and strongly encourage applications from people of color, the LGBTQ+ community, and people of all ages, political beliefs, and cultures. StoryCorps records, shares, and preserves stories from across the country.

IN-OFFICE WORK:

Working at the StoryCorps office is optional except in certain circumstances, such as in-person training, if your position requires some in-office presence, or if your manager needs an in-person individual or team meeting, COVID guidelines permitting. For those who prefer to work in the office, that option remains.

COVID NOTICE:

All offers of employment requiring on-site/in-person work will be contingent on the candidate being Fully Vaccinated (at least two-weeks after last dose) prior to starting their new role. Reasonable accommodations can be discussed with HR personnel for individuals who cannot be vaccinated due to medical or religious reasons. Proof of vaccination status is required at the time of extending the offer.

Share

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*