Customer Service Representative - Project Growth



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Customer Service Representative - Project Growth





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1. Patiently scroll down and read the job description below.

2. Scroll down and find how to apply or mode of application for this job after the job description.

3. Carefully follow the instructions on how to apply.

4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.


Join our client's team with a role that's at the heart of combining AI technology with creative writing. As a Customer Service Representative in a company revolutionizing fiction writing, you'll engage with a diverse community of writers, providing support and solutions that enhance their storytelling journey.

This position calls for a unique blend of problem-solving skills, customer engagement, and a passion for narrative arts, making every day a new chapter in advancing the world of digital storytelling.

Key Responsibilities:

  • Customer Support: Resolve customer problems via email and chat with high EQ and a playful tone. (200-400 inbound chats + emails daily)
  • Issue Management: Triage issues, identify patterns, and escalate urgent matters.
  • Problem Solving: Investigate and verify root causes and design effective solutions.
  • Billing and Subscription Management: Handle billing queries, trial and subscription management.
  • Product Education: Guide on using various product features to solve writing challenges.
  • Technical Support: Troubleshoot technical issues and suggest workarounds.
  • Visual Aid Creation: Develop videos, screenshots, and images to demonstrate solutions to customers.
  • Membership Service Assistance: Support with scheduling, cancellations, upgrades, and downgrades of membership services.
  • Community Management: Actively participate in and manage the community on platforms like Discord.
  • Issue Documentation: File detailed tickets for escalated issues to ensure effective communication with the team.


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What Success Looks Like:

  • Effective Problem Resolution: Delivering high customer satisfaction through efficient problem-solving.
  • Proactive Issue Management: Identifying and addressing patterns in customer queries.
  • Engaging Customer Support: Maintaining a friendly, informative, and engaging customer interaction.

Qualifications:

  • Strong English skills and at least one year of email customer support experience, ideally in a B2C software product environment.
  • Fiction-writing experience is required.
  • Proficiency in various technical tools such as Front.com, Notion, Linear.app, Stripe, Loom, Luma, Customer.io, Slack, Google Docs, and Google Sheets.
  • Demonstrated a history of continuous personal improvement, particularly in customer support or related roles.
  • Fast learning ability, high attention to detail, and high emotional intelligence (EQ).
  • A sense of humour, playfulness, and the ability to put people at ease.
  • Tech-savviness, ambition, curiosity, and comfort with rapid pace and change.

Location: Fully-Remote (Work from Home), 9 AM - 5 PM Central Time

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Before you look at how to apply for the job, take a look at the recommended career resources and guides we have for you. It is always good to prepare yourself for your dream job. Carefully read the articles and proceed to apply.

How to Apply

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Disclaimer

  • Do not pay any fee to any Recruiter.
  • The Recruiter may amend, delete or expire jobs at any time without notification.
  • The Recruiter reserves the right not to proceed with filling the position.
  • An application will not in itself entitle the applicant to an interview.

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