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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