Customer Service Representative - Project Growth

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.

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