VIP Support Specialist

Company Summary

Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of writing, publishing, and selling books and audiobooks on major platforms like Amazon and Audible. We are thrilled to announce that Publishing.com has been recognized as the 19th fastest-growing private company in America for 2023, according to the prestigious Inc. 5000 list. Over the past two years, we've experienced an incredible 30% year-over-year growth and expanded our team by 500%. Recently, we hit a major milestone by helping 60,000+ students through our programs.

Our mission is to become the premier destination for all publishing-related needs. In line with this vision, we are excited to announce the launch of our latest innovation, Publishing.ai, a software designed to revolutionize the publishing industry further. This year marks a significant milestone in our journey toward achieving our goal, as we continue to expand our offerings and support our community of publishers.

About The Role

We are seeking an experienced and dynamic individual to join our organization in the VIP Support role. As a VIP support member, you will play a crucial role in our student's success and, therefore, the company's success. Providing outstanding customer service is of the utmost importance to you. Your work predominantly focuses on assisting students with daily guidance and questions to help them progress while they are in the Accelerator program. Through written communication, students know and respect the VIP support members for their course knowledge, perspective, and experience.

It is imperative student success is the foundation of your role and you possess the confidence and conviction to guide them along their publishing journey. You can make the most significant impact through student connection and providing them with a road map and proactive assistance.

Responsibilities

• Responding to customer questions daily across all our platforms while conveying our brand voice, personality, and image.
• Prioritize customer service by being responsive and empathetic and providing accurate information to meet their needs effectively.
• Promptly addressing inquiries from students, coaches, and other stakeholders.
• Assist coaches in proactive outreach by identifying students who might need additional assistance or guidance and then facilitating proactive outreach to ensure they progress smoothly through the program.
• First point of contact for coaching-related inquiries, resolve straightforward issues and escalate more complex questions to higher-level support when necessary.
• Coaching calendar coordination, scheduling Kick-off calls, and providing students with booking assistance.
• Tech-first mindset with a focus on efficiency, automation, and A.I.
• Participate as chat monitor live Q/A calls for PA students to provide real-time support and clarify doubts.
• Provide assistance in other departments within the customer support team.
• Other duties as assigned.
  
  

Requirements

• Highly motivated and organized with a positive attitude and a knack for customer service.
• A true team player, problem solver, and critical thinker with attention to detail.
• Experience working in a fully remote team environment.
• Must have strong interpersonal and communication skills.
• Poses genuine concern and passion for contributing to the success of Publishing.com and the students.
• Excel at multitasking and time management.
• Preference will be given to candidates who are members of Audiobook Income Academy and have published at least one book.
• Must have access to a laptop or computer with a reliable internet connection.
• Experience using Hubspot, Zoom, Loom, Intercom, and Slack preferred.
  
  

Expected Base Compensation

$40,000 - $70,000 USD Annually

Compensation is dependent on experience, qualifications, and geolocation. Final decisions on any compensation offer are determined by Publishing.com, in line with our commitment to fair and equitable pay practices.

Why Publishing.com?

At Publishing.com, our dedication to our mission and core values isn't just talk; it's reflected in how we treat our team. We believe in nurturing our employees' well-being, supporting their families, and empowering them to contribute to their communities. Here's how we stand out:

• Recently recognized as #19 on the Inc 5000's list of Fastest Growing Private Companies in America for 2023
• We are a completely remote team located worldwide with 100+ employees
• We have great benefits including paid time off (PTO), competitive health, vision, and dental benefits, 401k, and team socials...yes, even remotely
• We care about our culture deeply and live by our company values (1) Service that WOWs, (2) Ultimate Team Player, (3) Great Freakin' Attitude, (4) Billion Dollar Standards
• We encourage learning, growth, and continuous improvement and create meaningful programs to support our employees' professional development
• If you want to join a team on the ground floor, this is your chance: we are expanding beyond being an education company to become the one-stop shop for all your self-publishing needs
• Some benefits are available to our US-based employees only.
  
  

At Publishing.com, we're dedicated to assembling teams as diverse as a kaleidoscope and fostering an atmosphere as warm as your favorite coffee shop. We understand that the job application process can sometimes feel daunting, but we're here to offer our support. Don't hesitate to reach out with any questions or concerns about the hiring process – if you're interested in joining our ranks, we're eager to hear from you! Email us at [email protected] if you need additional support.

We strive to seek out and support individuals from all different backgrounds recognizing your unique experience contributes to the richness of our collective knowledge. We are committed to fostering an environment where we learn from each other's beliefs and experiences and celebrate the differences that eventually will drive forward our innovation. We strive to ensure that every member of our team feels valued and respected, regardless of where they may be situated. Come be a part of our community – your talents and contributions are welcomed!