Customer Support Specialist (Spanish Language Requirement)

Reports to:

Sr. Manager Publisher Experience

We are hoping to begin interviews byDecember 2025.

Job Summary:

Youll be the primary point of contact for our publishers acting as a technical and strategic partner to ensure their success with Indiegrafs 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 Indiegrafs 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 Indiegrafs 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 Metas 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 publishers 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 Indiegrafs 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 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. Youre not afraid of change. You love taking chances and being accountable to goals.
• are always seeking ways to do things more 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 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 teams 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 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 Indiegrafs history and our founders vision.

• Read this storyto find out what inspires the Indiegraf team to do what we do.
• Peruse our weekly newsletterto read about how the news entrepreneurs we support are making an impact.
• Watch our co-founder Erin Millars 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 Canadaare welcome to apply.

Required Experience:

Senior IC