Customer Support Specialist

Job Title: Customer Support Specialist
Location: Denver, Colorado (Remote)
Reports to: Membership Manager
Position Type: Part-Time as a Subcontractor. Expecting 10 hrs/week with a flexible schedule.
Salary: $20-25/hr

The Colorado Sun is seeking a Customer Support Specialist to help our readers manage their accounts so they can have a stronger relationship with The Sun.

You’ll be a primary point of contact for readers who need help with memberships, donations, account access, newsletters and basic technical issues. Whether you’re helping someone update their email address or working through a frustrating login problem, you’ll explain the next steps clearly and follow through until the issue is resolved.

You’ll also help us improve the reader experience by identifying recurring problems, maintaining useful support resources and sharing feedback with colleagues.

This is a great position for recent graduates or folks looking for additional work on-top of their day jobs. We are entering our busy season so would like to fill the role as soon as possible.

• Respond to inquiries: Provide warm, accurate and timely assistance through the support inbox and other assigned channels
• Assist with memberships: Help members manage account information, recurring donations, payment details, cancellations and membership benefits
• Follow through: Track requests, document progress and keep readers informed until their questions or issues are resolved

• Guide readers: Explain technical steps in plain language, adapting your approach to each person’s comfort with technology
• Escalate problems: Share unresolved issues with the appropriate colleagues, including clear descriptions, relevant screenshots and steps to reproduce the problem

• Maintain accurate records: Update reader and member information carefully and document relevant interactions
• Protect sensitive information: Handle personal and payment-related information with discretion and follow established privacy and security procedures
• Connect readers with colleagues: Route news tips, correction requests, editorial feedback and other inquiries to the appropriate teams

• Maintain support materials: Keep FAQs, response templates and internal instructions accurate and useful
• Identify recurring problems: Track common questions and technical issues, and share patterns and reader feedback with colleagues
• Recommend improvements: Suggest practical changes to tools, communications and processes that make interacting with The Sun easier

Required:

• Clear, friendly writing and strong listening skills
• Patience and empathy, especially when helping someone who is frustrated or unfamiliar with technology
• Strong organization and attention to detail, with the ability to manage several requests and follow through
• Confidence in learning new software and troubleshooting common website, email and account issues
• Good judgment about what you can resolve independently and when to ask for help
• An interest in local journalism and serving people across Colorado

Preferred:

• Experience with support ticketing systems, customer databases, email newsletter platforms or nonprofit membership programs

The Colorado Sun is an independent, nonprofit newsroom dedicated to serving communities across Colorado. Our readers and members make our journalism possible, and we want every interaction with The Sun to feel helpful, welcoming and personal.

As an employer, The Colorado Sun strives to hire and retain a workforce that reflects the entire state, to encourage collaboration and to compensate people at levels that reward their expertise and talent. The Sun does not discriminate on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information or veteran status in any area of its operations.

This byline is used for articles and guides written collaboratively by The Colorado Sun reporters, editors and producers. More by The Colorado Sun