Description As we expand our offerings and partnerships internationally, we are thrilled to add an additional Technical Support Specialist to the team. You’d be the person who dives deep into the trickiest technical hurdles. While you will manage standard email inquiries (Freshdesk), we are specifically looking for a candidate who excels at advanced technical troubleshooting. You will be the bridge between our customers and our engineering team, diagnosing complex issues across iOS, Android, and web platforms to ensure a seamless listening experience. In this role, you’ll play a key role in onboarding new bookshop partners and enhancing our self-service resources across different formats. Additionally, you will provide valuable insights to cross-functional teams as part of our Voice of the Customer program. As you familiarise yourself with our Content Management System, you will efficiently address audiobook-related issues reported by customers and you will assist publishers with content distribution. General working hours for this position are Sunday through Thursday, 9 AM – 5 PM UK time. This position is fully remote and will report to the Support Team Lead. To apply, please fill out the form by following the link by the end of the day Sunday, 22 March 2026. Note: Applicants must reside and have the legal right to work in the UK to be considered for employment. Duties and responsibilities Answering 50 support tickets each day in a timely, professional manner that maintains our standard of world-class customer care Resolving customer and partner issues through self-directed problem-solving, communication with appropriate team members, and mastery of systems/platforms Building and maintaining strong product and technical knowledge to confidently troubleshoot issues and support customers and partners as our platform evolves Troubleshooting and resolving issues related to audiobook files and assets via our Content Management System Internally escalating issues that are impacting multiple customers or that indicate time sensitive, engineering intervention is needed Collaboration on outreach and onboarding of new partner bookshops Contributing to self-service resources in our Help Center and Bookseller Hub Proactively identifying potential issues and/or high priority improvements across our platform, based on customer feedback Assisting with strategic and operational projects as needed Knowledge and experience 3 years experience in customer support or customer-facing roles Familiarity with Freshdesk, Zendesk, or other customer support platforms Experience working directly with external business partners Startup, publishing, or book-industry experience is a plus, though not required Requirements Excellent written and verbal communication skills Comfort with technology-based troubleshooting Proactive and patient approach to resolving issues for customers and business partners Ability to recognise and surface patterns in customer and partner feedback so that we can continuously improve the Libro.fm experience Problem solver that can comfortably work collaboratively and independently Ability to thrive in a fast-paced and evolving environment Note: If you don’t meet 100% of these requirements but think you’d be a good fit, please don’t hesitate to apply! Great to have Experience working with cross-functional teams on shared initiatives Ability to support customers in English and an additional language (French or German preferred) Ability to develop, maintain, and improve internal processes Familiarity with internal collaboration tools, including Slack, Google Suite, and Asana Experience managing digital assets and navigating content management systems Benefits UK annual holiday entitlement is 25 days plus the standard bank and public holidays Workplace pension with company match 16 weeks paid parental leave 7-week sabbatical leave every 5 years Annual office supply reimbursement Annual continuing education budget Fully remote Salary: £38K-52K annually Application In your application, we’ll ask you to share: Your resume A cover letter (optional) A writing sample (see our attached blog page for details) About Libro.fm Libro.fm shares profits from your audiobook purchases with your chosen bookstore, giving you the power to keep money within your local economy. We’re proud to be a Social Purpose Corporation, Certified B Corp, and 100% employee-owned. Our team is passionate about books, local communities, and the vital role that independent bookstores play in communities around the world. You can learn more about us through our Impact Report and our story.