Audience Support Associate, App Retention

Responsibilities

• Work end-to-end resolution of user issues to deepen audience loyalty
• Proactively identify trends in app performance and user sentiment
• Create strategies to respond to or escalate sensitive communications
• Maintain an extensive database of audience help articles and response templates
• Triage, test, and verify user-reported issues in partnership with product and engineering teams
• Represent the audience in conversations with executives, product managers, and designers

Requirements

• 3-5 years of experience in customer service or audience relations
• Experience with software development processes
• Bachelor's degree or equivalent work experience
• Strong technical aptitude and ability to translate technical issues for non-technical audiences
• Excellent communication and documentation skills

Preferred Qualifications

• Knowledge of new major technological developments and operating systems
• Interest in mobile and audience-revenue technologies

About the Company

NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation.