Customer Support Representative (Publishing)

TL;DR

Customer Support Representative (Publishing): Providing exceptional customer support via phone, email, and chat for an AI-powered publishing platform with an accent on case management and eCommerce tool integration. Focus on resolving post-publication inquiries, managing high-volume communications, and optimizing the author experience.

Location: Remote. Candidates based in Córdoba must be open to transitioning to a future hybrid work model. Must be available for flexible hours, including late evenings in EST and potential weekend shifts.

Company

hirify.global is a fast-growing, AI-powered book publishing platform dedicated to rebuilding the publishing industry to be more accessible and author-first.

What you will do

• Provide exceptional customer support via phone, email, and chat in a timely and professional manner.
• Manage and resolve customer cases using Salesforce, ensuring accurate tracking and follow-ups.
• Act as the primary point of contact for customers post-publication, handling inquiries regarding royalties and copies.
• Collaborate across internal teams to resolve complex issues and improve overall support processes.
• Multitask across various platforms including Salesforce, Metorik, and WooCommerce.

Requirements

• Fluency in spoken and written English with excellent grammar.
• Prior experience with Salesforce, Metorik, WooCommerce, or similar CRM and eCommerce platforms.
• Ability to work flexible hours, including late evenings in the EST time zone and weekends.
• Candidates based in Córdoba must be open to a future hybrid work model.
• Strong organizational and multitasking skills with the ability to take ownership of cases.
• A reliable internet connection and a quiet work environment.

Nice to have

• Experience in a remote support role.
• Familiarity with eCommerce operations.
• Ability to adapt and thrive in a fast-paced environment.

Culture & Benefits

• Remote work with a flexible schedule.
• A friendly and collaborative international team environment.
• Opportunities for professional growth and training.
• The chance to make a direct impact on customer and author satisfaction.