Literature Customer Service Representative

Join our client's team with a role that's at the heart of combining AI technology with creative writing. As a Literature 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.

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

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: Provide guidance 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.

• Fictional Universe Understanding: Comprehensive understanding of elements that constitute a compelling fictional universe and its impact on audience engagement.

• Adaptable Writing Styles: Proficiency in adopting different writing styles and tones to suit varied customer queries and communications.

What Success Looks Like:

• Effective Problem Resolution: Apply creative thinking to solve challenges, translating storytelling skills into innovative problem-solving approaches.

• 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.

• Demonstrated proficiency in fiction writing with a solid portfolio showcasing creative storytelling skills.

• Fast learning ability, high attention to detail, and high emotional intelligence (EQ).

• A sense of humor, playfulness, and the ability to put people at ease.

• Tech-savviness, ambition, curiosity, and comfort with rapid pace and change.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets

If you are enthusiastic about fostering a community where technology meets creativity, and if your skills align with the dynamic world of AI-powered writing, this is the perfect role for you. Be a part of a team that's writing the future, one story at a time.

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