Tangle is hiring for a customer service lead. Details about the position are below.
The role
Tangle News is an independent media organization that covers news from across the political spectrum, with a focus and specialization in U.S. politics. Its main business offering, the daily newsletter, has over 250,000 subscribers, including over 40,000 paid subscribers. In 2024, Tangle has grown 65% in monthly recurring revenue, developed a YouTube channel to supplement its newsletter as its source of profit, and introduced a paid subscription for premium podcasts.
As the organization grows, Tangle has found a need for more support. For this reason, Tangle is seeking a half-time customer service lead. The key responsibilities of the customer service lead are to ensure polite and prompt responses to service issues, help manage feedback to our written coverage, and anticipate and resolve customer experience issues before they occur.
Tangle will offer 20 hours of paid work per week, with the expectation that the right candidate will be able to grow into a full-time position as the company grows and the needs of the position increase.
Responsibilities
- Understand Tangle’s primary mission, the companies and tools that we work with, and our main business offerings
- Respond to and resolve customer service issues
- Help to triage responses to our service inbox
- Anticipate and resolve issues with customer experience across our media channels
- Communicate with the companies we contract to help improve the functionality of the external face of our business
- Be a multi-tool and step in with secondary skills if and when needed
Preferred skill sets
- Exceptional fluency with inbox management and written communication
- Ability to independently manage your time
- Familiarity with or the ability to learn using Stripe, Ghost, YouTube, and audio subscription services
- Proficiency with G-Suite (especially GMail, Google Drive, Google Sheets, and Google Docs)
- Knowledge of current events and civics
- Media fluency
- Ability to hold respectful disagreements
- Design or front-end web development experience is a plus
Time Commitment
The customer service lead will be expected to work 20 hours per week. Specific days and hours of work are flexible and subject to the requirements of the position.
Pay
The position will be compensated $25/hr, with the hope that the right hire will receive pay increases and be advanced to full time.
Start Date
Immediately.
To Apply
Please introduce yourself to Ari Weitzman by sending an email to ari@readtangle.com with the email subject line “Customer Service Lead” as soon as possible to be considered.
Also include:
- A brief cover letter on your relevant past experience and interest in the position
- Your resume
- Your primary location
- General availability during a Monday–Friday workweek
There is no deadline to submit an application, but we are hoping to close the position very quickly.