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