- Do you love books and authors?
- Do you like challenging the status-quo?
- Do you want to lead transformative initiatives that make a tangible impact for Books Customers?
- Are you a customer-obsessed individual with a passion for solving problems and driving innovative solutions?


Key job responsibilities
- Demonstrate timely, accurate, friendly and professional Customer Service (CS)

- Meet or exceed performance goals assigned by management

- Demonstrate clear written and oral communication

- Demonstrate an appropriate sense of urgency when resolving customer issues

- Demonstrate knowledge and use of departmental resources, policies and procedures

- Effectively use available tools in order to provide an accurate response and an exceptional customer experience

- Draft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiency

- Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management and account managers

- Consistently improve content provider and customer experience by delivering superior customer support, driving process improvement projects, and by relentlessly advocating for content providers

- Serve as the voice of the author and the business to make decisions to react to escalations and prevent future ones.

All other duties as assigned