Senior Support Specialist

Senior Support Specialist (Beehiiv & Multi-Brand Ops)
Location: Warsaw, Poland / Kyiv, Ukraine / EU Remote
Format: Full-time
Type of contract: B2B
Seniority: Senior
English level: C1 (strong written English required)

🧠 About Us
At EPC Network, we’re not just a digital marketing company; we’re a platform for career transformation and personal growth. Our people-first approach shapes our corporate culture, fostering a team of passionate, smart, and energetic individuals who strive to grow professionally in an international, fast-paced environment.
We operate a large-scale, automation-first media network with 200+ independent newsletter brands. Platform compliance, reputation, and operational discipline are mission-critical for us.
We believe our Team is the foundation of our success, and now we’re looking for our first Senior Support Specialist to own this function end-to-end.

🎯 Job Description
As a Senior Support Specialist (Beehiiv & Multi-Brand Ops), you’ll own all high-priority human support interactions in an automation-first newsletter operation.
Most inbound messages are handled by automation, but a critical subset requires fast, precise, and high-quality human responses — especially platform communications and reputation-building replies to readers.
This is a high-trust, high-ownership role. You’ll work with significant autonomy, supported by clear SOPs, playbooks, and AI-based triage. You’ll operate in a high-stakes environment where account isolation, security discipline, and platform compliance are essential.

🔧 Key Responsibilities
Beehiiv Support Communications (Top Priority)

• Monitor and respond to Beehiiv support requests quickly and professionally
• Collect full context (screenshots, links, IDs) and drive issues to resolution
• Provide clear, structured updates and next steps
• Escalate urgent or high-risk issues to the Ops Owner immediately

Reader Reputation & Brand Voice Replies

• Respond to positive reader messages to strengthen trust and brand reputation
• Maintain a friendly, human tone while following reply templates
• Adapt tone and wording to different brand voices and personas when required
• Follow escalation rules for sensitive or non-standard cases

AI Triage & Automation Collaboration

• Handle P0 / P1 messages escalated by the AI triage system
• Validate automation categorization and flag misclassifications
• Provide feedback to improve playbooks, routing logic, and automation accuracy

Account Hygiene & Light Operational Checks

• Perform basic checks inside publishing accounts when required
  (e.g. verify drafts, confirm send status, validate corrections)
• Maintain clear operational logs: what happened, what was done, and why
• Follow strict internal procedures to ensure zero cross-contamination between brands

🛠 Tools You’ll Work With

• Shared inbox & coordination tools (Missive or similar)
• Multi-profile browser tools (MultiLogin or equivalent)
  — managing 50+ isolated browser profiles with strict discipline
• Spreadsheets and docs for tracking, handoffs, and logging
• Password managers & 2FA systems (e.g. 1Password)

📌 Requirements

• 3+ years of experience in Support / Operations / Customer Success / Platform Support
  (media, newsletter, or marketing ops experience is a strong plus)
• Strong written English (C1): clear, professional, concise, and friendly
• High ownership and reliability — you close loops and don’t drop threads
• Ability to work with SOPs, prioritization rules, and SLAs
• Strong attention to detail while managing multiple accounts and workflows
• Security-minded approach: account isolation, credential hygiene, 2FA discipline

📌 Nice to Have

• Experience with newsletter or email platforms
  (Beehiiv, Substack, Ghost — big plus)
• Experience using shared inbox tools (Missive, Front, Help Scout)
• Familiarity with multi-profile browser tools used for operational separation

🤝 What it means to be part of our Team
Your professional and personal development:
🙋 Multinational and intercultural experience
💪 A world-class team to work with
🎓 Growth opportunities
💻 Cutting-edge frameworks and technologies
Well-being:
💰 Competitive salary
🏖️ 21 paid vacation days & 14 paid sick leaves
🧘 Work-life balance

💌 Interested?
We’re always on the lookout for calm, reliable, and ownership-driven people to join our team.
If that sounds like you — we’d love to hear from you!

Please make sure to include your Telegram nickname in the cover letter.
Diamond, please, call out! We are waiting for you 💎