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beehiiv is a high-growth newsletter and creator platform serving tens of thousands of publishers and reaching hundreds of millions of readers monthly. The company has achieved $20M+ ARR with 100% YoY growth and recently expanded its product suite to include an ad network, community features, and podcasts.
As a Customer Support Specialist, you will be a primary point of contact for customer escalations, driving timely and proactive resolutions. You'll work across the entire customer lifecycle—from onboarding through ongoing support to renewal—while coordinating with internal teams (Sales, Product, Support) to deliver exceptional service. This is a customer-facing role requiring strong relationship management and technical problem-solving skills.
Key responsibilities include: managing customer escalations and acting as the customer advocate for cross-functional initiatives; working nights, weekends, and holidays (ideally one weekend day per week); unblocking users to help them achieve their desired outcomes; creating and maintaining documentation and processes; and building reusable assets (prompts, macros, automations) that improve team efficiency.
The ideal candidate has 3+ years in a similar support role, experience with Zendesk and support tools, excellent CRM and communication skills, and strong technical problem-solving abilities. Experience with email platforms is a plus. Critically, AI fluency is table stakes—you should have hands-on experience building with AI (prompts, workflows, automations). You're autonomous, results-oriented, comfortable with rapid iteration and context switching, and genuinely excited about scaling a nascent platform with an ownership mentality.
This is not a traditional 9-to-5 role. You'll manage multiple priorities and stakeholders in a fast-moving environment with high expectations for both speed and quality. The company prioritizes velocity, and you'll have high impact and visibility. Ideally based on the U.S. East Coast.
