Member Support Specialist
BookBub
Date: 3 weeks ago
City: Cambridge, MA
Contract type: Full time
Who we are
We're a rapidly growing consumer tech startup in the Boston area. Millions of readers use our products every day to find great books, and our service empowers thousands of leading publishers and authors to drive sales and find new fans. We're expanding our team to address the challenges and opportunities of the publishing industry while continuing to help readers find stories and authors they'll love. Check out BookBub and our audiobooks retailing platform, Chirp, and learn more about what to expect working at our company.
About the position
Our team is seeking a new Member Support Specialist! We're dedicated to providing prompt, thoughtful support to our engaged community of book lovers on both BookBub and Chirp. Insights from our interactions with readers help us to improve both Chirp and BookBub for all our members. If you're passionate about providing excellent customer support, meticulous in your attention to detail, and interested in helping book lovers of all kinds, please apply!
Our ideal hire believes in the transformative power of great support and genuinely enjoys helping others. As a Member Support Specialist, you'll work at the heart of our organization using your troubleshooting skills to help readers and listeners.
Responsibilities include:
We offer competitive benefit options including medical, dental, vision, 401k, generous paid parental leave, and take-what-you-need paid time off.
Remote work flexibility
Please note: for this role, we are only considering candidates located in Massachusetts. If you are outside of MA and applying for this role, please share that in your application.
Our team has choose-where-you-work flexibility that allows you to choose a predominantly remote, hybrid, or in-office setup at our office in Cambridge, Massachusetts. We'll help each team member figure out the work set up that's best for them, including WFH equipment or a dedicated desk space in our office.
Most of our teams currently operate with a hybrid model, with some people working full- or part-time from the office, and some from home. We value and prioritize collaboration across mediums and spaces, and we invest in ensuring that meetings and other forms of collaboration are set up with equal access regardless of where you work.
Our interviewing philosophy
Our goal is to get to know you in a low-pressure, friendly environment — and to give you ample opportunity to learn more about us, too. Our typical process includes these types of experiences:
Your interview experience
If you're worried that you're not the perfect fit for a position, we want to let you in on a secret: we're not looking for one perfect candidate. We're looking to get to know a wide range of candidates with different backgrounds, experiences, and interests. If a position excites you, we encourage you to apply.
Pubmark strives to be an inclusive workplace and we value learning from different perspectives. We seek to foster an environment filled with people from a wide variety of backgrounds, experiences, abilities, and perspectives. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We are proud to be an equal opportunity employer.
Finally, our goal is to create an environment where you can interview at your best. If we can provide any assistance or accommodations during your time with us, please let us know at [email protected]. All requests are treated as privately as possible and have no impact on candidate eligibility.
We're a rapidly growing consumer tech startup in the Boston area. Millions of readers use our products every day to find great books, and our service empowers thousands of leading publishers and authors to drive sales and find new fans. We're expanding our team to address the challenges and opportunities of the publishing industry while continuing to help readers find stories and authors they'll love. Check out BookBub and our audiobooks retailing platform, Chirp, and learn more about what to expect working at our company.
About the position
Our team is seeking a new Member Support Specialist! We're dedicated to providing prompt, thoughtful support to our engaged community of book lovers on both BookBub and Chirp. Insights from our interactions with readers help us to improve both Chirp and BookBub for all our members. If you're passionate about providing excellent customer support, meticulous in your attention to detail, and interested in helping book lovers of all kinds, please apply!
Our ideal hire believes in the transformative power of great support and genuinely enjoys helping others. As a Member Support Specialist, you'll work at the heart of our organization using your troubleshooting skills to help readers and listeners.
Responsibilities include:
- Providing frontline support. The majority of your day will be spent helping ebook and audiobook readers via email and other channels.
- Developing product expertise. You'll become an expert in all things BookBub and Chirp! On a daily basis, you'll troubleshoot potential issues, document feature requests, share feedback, and help members get the most out of our products.
- Creating documentation. When you're not working directly with members, you'll use your product expertise and support skills to create help resources, moderate our community, and contribute to other projects focused on a great overall customer experience.
- Advocating for our members. You'll be the main point of contact for our members. Other teams will rely on you as the voice of our members and expect you to proactively share their feedback.
- Love solving problems and have incredible communication skills. If you get excited by a tricky problem or new challenge and you're constantly finding better ways to explain complex technical processes to people of all skill levels, we'd love to hear from you!
- Have experience providing amazing customer service (not necessarily in tech support). No matter the situation, you always communicate with empathy and self-awareness. You don't believe in lost causes, and you go out of your way to help those in need.
- Be resourceful and make the success of your team a priority. Your default is helping others and you're motivated to see projects through from start to finish. If something needs doing, you do it. You're excited to work as a team so we can win as a team.
- Thrive in an environment where you learn something new every day. You're comfortable with uncertainty and embrace these moments as opportunities to grow by learning from those around you.
- Be a skilled writer and fluent in technology: you write and speak in English with ease, and value prose that is simple, clear, and engaging. You enjoy trying out the latest technology and you're a quick study when it comes to new software and tech.
We offer competitive benefit options including medical, dental, vision, 401k, generous paid parental leave, and take-what-you-need paid time off.
Remote work flexibility
Please note: for this role, we are only considering candidates located in Massachusetts. If you are outside of MA and applying for this role, please share that in your application.
Our team has choose-where-you-work flexibility that allows you to choose a predominantly remote, hybrid, or in-office setup at our office in Cambridge, Massachusetts. We'll help each team member figure out the work set up that's best for them, including WFH equipment or a dedicated desk space in our office.
Most of our teams currently operate with a hybrid model, with some people working full- or part-time from the office, and some from home. We value and prioritize collaboration across mediums and spaces, and we invest in ensuring that meetings and other forms of collaboration are set up with equal access regardless of where you work.
Our interviewing philosophy
Our goal is to get to know you in a low-pressure, friendly environment — and to give you ample opportunity to learn more about us, too. Our typical process includes these types of experiences:
- A resume screen
- A take-home exercise where you'll have the opportunity to demonstrate your communication and problem-solving skills
- Video conversations with your potential future team members, the hiring manager, and People Operations
Your interview experience
If you're worried that you're not the perfect fit for a position, we want to let you in on a secret: we're not looking for one perfect candidate. We're looking to get to know a wide range of candidates with different backgrounds, experiences, and interests. If a position excites you, we encourage you to apply.
Pubmark strives to be an inclusive workplace and we value learning from different perspectives. We seek to foster an environment filled with people from a wide variety of backgrounds, experiences, abilities, and perspectives. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We are proud to be an equal opportunity employer.
Finally, our goal is to create an environment where you can interview at your best. If we can provide any assistance or accommodations during your time with us, please let us know at [email protected]. All requests are treated as privately as possible and have no impact on candidate eligibility.
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