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.

We kindly ask you to submit your CV in English.

Diamond, please, call out! We are waiting for you 💎