Customer Support Representative
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Job Description
Customer Support Representative assisting authors on a publishing platform through phone, email, and chat. Handling customer inquiries and managing post-publication cases.
Responsibilities:
- Provide exceptional customer support via phone, email, and chat
- Handle a high volume of calls and messages in a timely and professional manner
- Manage and resolve cases in Salesforce, ensuring accurate tracking and follow-ups
- Act as the primary point of contact for customers post-publication (e.g., royalties, copies, general inquiries)
- Maintain clear and effective communication with customers and internal teams
- Collaborate across teams to resolve issues and improve processes
- Multitask across different tools and platforms while staying organized
Requirements:
- Fluent in spoken and written English with excellent grammar and communication skills
- Prior experience with Salesforce, Metorik, WooCommerce, or similar CRM/eCommerce platforms
- Strong organizational and multitasking skills
- Excellent verbal communication skills, especially for phone support
- Ability to manage follow-ups and take ownership of cases
- Ability to work flexible hours, including late evenings in the EST time zone and potential weekend shifts
- Candidates based in Córdoba must be open to transitioning to a future hybrid work model if required
- A reliable internet connection and a quiet work environment for remote communication
- A team player who can also work independently and communicate effectively across
Benefits:
- Remote work with a flexible schedule
- A friendly and collaborative international team
- Opportunities for professional growth and training
- The chance to make a direct impact on customer satisfaction
- Be part of a company that helps authors bring their stories to life
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