Audience Support Associate, App Retention

NPR is a thriving, mission-driven multimedia organization producing award-winning news, information, and music programming in partnership with hundreds of independent public radio stations. Our audience values information, creativity, curiosity, and social responsibility—and so do our employees. We are innovators and leaders in diverse fields, from journalism and digital media to IT and development, touching the lives of millions worldwide every day.

About the role

The Audience Support Associate, App Retention will help shape an audience-centric culture to drive improvements to NPR digital platforms by advocating for our users. In this role, you will be the voice of the NPR App user, working to earn and maintain audience trust with every interaction. You will collaborate across divisions to ensure NPR’s owned-and-operated platforms evolve to meet and exceed user expectations, turning feedback and app reviews into actionable insights for product, design, and engineering teams. You will also build trust by responding to user concerns and helping overcome challenges they face.

Responsibilities

• Resolve user issues end-to-end, treating every technical glitch or user experience problem as an opportunity to deepen audience loyalty.
• Proactively identify trends in app performance and user sentiment to swiftly improve the digital product experience.
• Develop strategies for responding to or escalating sensitive and timely communications to appropriate stakeholders.
• Maintain a high standard of service, ensuring bugs are not just patched but structurally addressed to prevent recurrence.
• Review and maintain an extensive database of audience help articles and response templates, keeping them up to date and easily discoverable to reduce reliance on institutional memory.
• Triage, test, and verify user-reported issues, partnering closely with product managers and engineering staff to diagnose and resolve problems.
• Manage sensitive audience interactions with care and thoughtfulness.
• Collaborate with stakeholders to create response language that is accurate, concise, actionable, and clear for a largely non-technical audience.
• Partner with audience support staff across divisions to identify trends and coordinate responses when necessary.
• Regularly represent the audience in conversations with executives, product managers, engineers, and designers.

Other duties may be assigned, and this job description can be modified at any time.

Requirements

• 3-5 years of experience in customer service or audience relations.
• Experience with the software development process.
• Interest and enthusiasm for technology.
• Passion for representing and advocating for customers.

Preferred Qualifications

• Stay current with new major technological developments, such as new operating systems and platforms.
• Interest in mobile and audience-revenue technologies.

Skills

• Audience-Obsessed Mindset: A proven track record of going above and beyond to satisfy users, turning frustrated users into lifelong brand advocates.
• Data-Driven Empathy: Ability to analyze support metrics and patterns (e.g., ticket volumes) while keeping sight of the human stories behind them.
• Bias for Action: A self-starter who spots flaws in the user journey and coordinates across divisions to fix them immediately.
• Implementation Proficiency: Ability to translate user frustrations into clear and detailed tickets.
• Excellent Communication Skills: Demonstrated success in creating clear, easy-to-follow documentation to reduce user frustration.
• Ability to Multi-Task: Manage a high volume of audience correspondence to resolution.
• Technical Aptitude: Ability to understand and discuss technical issues with experts and non-technical staff, and translate them for audience members.

Education

Bachelor’s degree or equivalent work experience.

Work Location & Requirements

This is a remote-permitted role based out of our Washington, D.C. office, but you may choose to work remotely from an NPR-approved location within the United States. You may also work on-site at an NPR facility, based on desk availability and approval, or a combination of both. Occasional travel to other locations may be required to perform the duties of this position.

Pay

The U.S.-based anticipated salary range for this opportunity is $71,000–$80,000 plus benefits.

Benefits

NPR provides comprehensive benefits for employees and dependents. Regular, full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPR’s benefits options, including:

• Health and wellness (medical, dental, vision).
• Paid time off.
• Financial well-being (life/accidental death and dismemberment insurance, long-term and short-term disability, voluntary retirement savings).