Project Growth champions remote flexibility, prioritizes employee well-being, fosters inclusivity, and cultivates a culture of continuous learning and innovation. All roles are remote unless it is explicitly stated otherwise. Join our global tech 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.
Method of Application
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