Customer Support Product Specialist

| Austin
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Company Description

At Literati, we believe in the power of great books. We’re on a mission to curate transformative literary experiences for every reader: anyone who dreams, anyone who wonders, of any age. There are some stories no child should live without and no adult should ever forget. 

Job Description

Literati is a consumer company that ultimately will live or die based on the customer experience. We are looking for someone who wants to be the voice for our users and wants to be close to the product team to share feedback. You will also help build out systems and processes to improve our operations and customer experience. You will be problem solving with our technical teams and working to resolve as much as you can while scaling our systems. Your job goes way beyond closing out tickets and responding to emails (although you should love coming up with creative responses to customer service queries). This will require thinking critically about the feedback given by customers, being data-driven, creative, dedicated, and summarizing and bringing critical information back to the team

Qualifications

WE’RE GOOD AT:

Bringing the fire. We are a startup, with all the fierce dedication and sparkling energy to accomplish great feats. Iron sharpens iron, and so we’ve refined our teams from only the strongest metals: open minds, bright ideas, and bold determination.

YOU’RE GOOD AT:

  • Problem solving
  • Empathy
  • Technology
  • Being a team player
  • Adaptability
  • Autonomy
  • Thriving in a fast paced, startup environment

YOU’RE PERFECT IF:

  • You have been working in support, but you’re interested in something different or want to shift in a more technical direction.
  • You have been working in tech, but find yourself seeking a more hands-on role that’s closer to the product.

YOU WILL NEED:

  • Customer support experience is a huge bonus
  • A “get it done” attitude
  • You aim to get into UX research, product ops, or marketing at some point in your career
  • Strong written communication skills
  • A love for talking to customers
  • An interesting in digging deeper and learning more
  • A natural sense of curiosity and bias towards action

YOUR DAY-TO-DAY WILL LOOK LIKE: 

  • Design and implement innovative support solutions that scale globally and ensure high levels of customer satisfaction
  • Drive effective and on time projects that support your area of ownership
  • Be a champion and advocate for our customers
  • Develop deep domain expertise and represent your area of ownership when setting business requirements, strategy and tactical execution
  • Collaborate and influence on performance initiatives, product launches and service innovation when working with cross-functional partners
  • Intimately understand the needs of our readers and provide excellent responses that delight our subscribers at every turn

Additional Information

We seek people with drive and a touch of alchemy—and if that sounds like you, you should join us. Even if your experience isn’t a precise match for the role, passion and prowess will always win the day in our book. And if your career has taken you to some spectacular (or spectacularly strange) places? We love a good story.

At Literati, we value the power of reading for all: anyone who dreams, anyone who wonders, anyone of any age, from any background. We are dedicated to cultivating and preserving a culture of inclusion and connectedness that sees, reflects, welcomes, and celebrates the innovation and talent of a diverse array of people.

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Location

Literati is located just west of downtown on 5th street. We are a block from Whole Foods, a quick walk to downtown, and more.

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