Audience Support Associate, App Retention

NPR
Washington
Workplace: RemoteFull timeUSD 71,000 - 80,000 annuallyFunction: Product ManagementExperience: 3-5 yearsEducation: bachelorsSkills: ["Customer empathy","Data-driven thinking","Bias for action","Communication","Multitasking"]

Serve as the voice of the NPR App user, resolving issues end-to-end and turning app reviews and user feedback into actionable insights for product, design, and engineering teams. Proactively monitor app performance and sentiment, maintain and update audience help articles and response templates, and triage, test, and verify user-reported problems. Represent the audience with executives and cross-functional stakeholders to improve reliability and user trust.

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FursaFursa
NPR
NPR
6 days ago

Audience Support Associate, App Retention

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Last checked: 5 hours agoStatus: Live

Job Summary

Serve as the voice of the NPR App user, resolving issues end-to-end and turning app reviews and user feedback into actionable insights for product, design, and engineering teams. Proactively monitor app performance and sentiment, maintain and update audience help articles and response templates, and triage, test, and verify user-reported problems. Represent the audience with executives and cross-functional stakeholders to improve reliability and user trust.
Location: Washington
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Resolve user issues end-to-end, treating technical glitches and UX problems as opportunities to deepen loyalty.
  • •Identify trends in app performance and user sentiment and drive improvements to the digital experience.
  • •Detect sensitive, time-sensitive communications and create response or escalation strategies.
  • •Maintain and update audience help articles and response templates to reduce dependency on institutional memory.
  • •Triage, test, and verify user-reported issues with product managers and engineering to diagnose and resolve problems; create accurate, clear response language for non-technical audiences.
Travel: Low travel

Pay and Benefits

Salary: USD 71,000 - 80,000 annually
Perks:Health InsuranceDentalVisionPaid Leave401k

Key Requirements

  • •3-5 years of experience in customer service or audience relations.
  • •Experience with software development process.
  • •Interest and enthusiasm for technology.
  • •Passion for customers with a strong drive to represent them.
  • •Bachelor's degree or equivalent work experience.
Experience:3-5 years
Education:Bachelor's
Skills:Customer empathyData-driven thinkingBias for actionCommunicationMultitasking
Languages:English

Company Brief

NPR
NPR (National Public Radio) is a nonprofit media organization producing and distributing news, cultural programming, and podcasts to a network of public radio stations across the United States.
Industry: News, Journalism & Broadcasting
Company Size: Enterprise (1,001+ employees)
Growth: Nonprofit & NGO
Funding: Grant Funded
Headquarters: Washington, D.C., United States
Founded: 1970
WebsiteLinkedIn