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2015-07-21 18:46


Vox Media is a technology-driven media company. We're solving the problem of developing high-value digital journalism, storytelling, and brand advertising at scale — and empowering the most talented web voices and their audiences with Chorus, our modern media platform. We develop the highest quality content, conversations and applications for a monthly audience of over 150 million passionate people around the world.

We’re seeking a motivated, enthusiastic support manager to join our support team.

The Vox Media support team serves as a conduit between our editorial staffs, our readers, and our development teams. Support managers are the first people to respond to technical inquiries, bug reports, feature requests, and issues with site uptime. We also serve as primary communicators of all product releases and documentation for new functionality. The support team’s goal is to provide world-class customer service in every interaction, and we are ready to grow our team to meet that objective.

An excellent support manager candidate will blend empathy with technical savvy, providing top-notch service with a positive and results-oriented attitude.


  • Serve as a frontline representative for the product team in interactions with our editorial staffs and our customers, both internal and external
  • Monitor social media, email, and work chat rooms; be an active support presence for our team
  • Be responsible for reading and answering technical support emails
  • Work closely with editorial staffs; empathize with issues and work to provide solutions
  • Troubleshoot problems and reproduce bugs or odd behavior in Chorus, our modern media stack
  • Write detailed bug reports with full reproduction steps and expected behaviors
  • Organize incoming bug reports and feature requests, assess priority level of issues and route them for proper resolution
  • Provide step-by-step documentation on new product releases to editorial staffs
  • Make announcements about changes, updates, fixes and outages


  • Minimum one year of experience in the technical support field
  • Strong written and verbal communication skills
  • A methodical mindset and a strong troubleshooting acumen
  • Comfortable working in a fast-paced environment
  • Comfortable working with a variety of personalities and in stress-filled situations
  • Experience with various operating systems, browsers and form factors (tablet, smartphones)

Ideally, you have:

  • Experience with content management platforms
  • HTML and CSS chops
  • A lot of experience working in customer relations
  • Editorial or blogging experience

For more on the things we're building and problems we're solving, and what it's like to work on the Vox product team, see our product team blog and Press Reset, the documentary about the making of Polygon.

Vox Media is an equal opportunity employer and is committed to building a safe, inclusive environment for people of all backgrounds. Everyone is encouraged to apply, including women, LGBTQ people, people of color, and people with disabilities.

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