Customer Service Representative

We are a fastgrowing fullyremote startup. Our product is a AI fictionwriting tool that helps creative writers write novels screenplays and more. Some of our authors are New York Times and USA Today bestsellers. Others have large Kindle followings. Still others are writing their first novel.

**Company**

We’ve been featured in The New Yorker New York Times Wired Washington Post The Verge and many more.


**Job Description**

We are looking for someone to…

1. Help answer and resolve customer problems

2. Triage issues and identify patterns

3. Investigate and verify root causes

4. Design workarounds and improvements to prevent problems from happening

5. … and do it all with grace humor and a sense of play

We don’t expect you to be able to perform all of these right away but we are looking for someone eager to grow to be able to do all of these and more.

**Detailed Responsibilities**

**Resolve issues for customers in support inbox**

Clear concise and playful email and chat responses that demonstrate high EQ

Record videos take screenshots make images to show customers how to do something

Billing: Refunds discounts referral credits

Trial and subscription: Trial extension pause subscription

Membership concierge: Help with scheduling cancellations upgrades and downgrades

Product education: Assist with using various features and solve writing problems

Technical troubleshooting: Identify and suggest workarounds for bugs

Help manage our Discord and social media presence


**Triage issues and identify patterns**

Escalate urgent issues to the team

Establish patterns and report on them

Follow up with customers for clarification on root causes and motivations

File clear detailed tickets of issues to the team


In addition to the above we will provide lots of room and responsibilities to grow along with training to help you succeed.

**Required Skills & Experience**

**Very strong English skills**: Reading comprehension casual writing formal writing casual speaking formal speaking. Our customers are writers so it’s critical that your English writing skills are impeccable.

**At least one year experience** in email customer support for a software product (ideally B2C)

The candidates will have **fictionwriting experience** and will be able to answer writingrelated questions from authors.

**Nice to have but not required**: English/Creative Writing major

**Demonstrated history of continuous personal improvement**

**Technical Skills**

We can train you on the tools but some familiarity with these tools that we use would be a plus:Notion Stripe Loom Luma Slack Discord Google Docs Google Sheets.


**Soft Skills**

Fast and willing learner

Very high attention to detail

High EQ and puts people at ease

Funny playful makes people feel good

Techsavvy

Has ambition and curiosity

Comfortable with rapid pace and change


**Work Schedule**

Fulltime position (40 hours / week)

9am6p Pacific Standard Time


**Company** **Benefits**:

Total of **12 paid leaves** in a year (6 vacation days 6 sick days)

Fully workfromhome setup

Raise after 6 months depending on performance

Biweekly salary