Author Support Associate

Notion Press; Chennai; On-site; INR 300,000 - 460,000; Full time

Job summary

Notion Press, India’s leading book publishing platform, is seeking a driven candidate for our customer service role. You will manage tickets, record and escalate issues, and coordinate with authors and internal teams to ensure timely progress.

The role emphasizes excellent communication, organization, and commitment to high-quality book production. You will work closely with authors to ensure product quality meets industry standards, provide regular status reports to the Team Manager, and handle

Qualifications

• 0–2 years of customer-facing experience.
• Excellent verbal and written communication skills.
• Exceptional organizational and multitasking abilities.
• Experience handling customer queries via calls and tickets.
• Hindi language proficiency is compulsory.
• Passion for books and customer service.

Responsibilities

• Manage tickets and track issue status.
• Record and escalate issues as needed.
• Coordinate across teams to resolve cross-functional issues.
• Control scope of issues and change requests; escalate when necessary.
• Monitor progress and provide status updates to the Team Manager.
• Liaise with authors and internal teams; update progress daily.
• Ensure product quality meets industry standards with authors.
• Evaluate and disseminate ticket information and deliverables.
• Be accountable for delivering planned ticket outcomes.

Skills

Customer service

Communication

Organized

Multitasking

Ticketing system

Job description

Notion Press is India’s largest book publishing platform with over 180,000 books published and sold in 150+ countries. We are a 14-year-old platform and currently publish a new book every 27 minutes. Notion Press is a global platform for anyone who believes in the power of words and the impact it can have on the world we live in. Our vision is to democratize publishing and help writers to publish and sell their books directly to readers around the world. We are a 240+ strong team currently operating in India, Singapore, Malaysia ,and UAE

Job Description

We are seeking a driven, self-motivated candidate to join our growing organization.

IN THIS ROLE YOU WILL :

• Managing tickets
• Recording and managing issues and escalating where necessary
• Resolving cross-functional issues at the subordinate level
• Manage the scope of the issue and change control and elevate issues where necessary
• Monitor the issues’ progress and intensity
• Provide status reports to the Team Manager
• Liaise with authors, internal teams, and updates progress to team Manager
• Customer Service, updating author on ticket’s status and progress on a daily basis
• Work closely with authors to ensure the quality of the product meets industry standards
• Manage ticket evaluation and dissemination activities
• Is accountable for the delivery of planned deliverables associated with the ticket
  
• Providing regular status reports to the Team Manager

Requirements

• 0-2 years of customer facing experience
• Excellent communication skills; both verbal and written
• Exceptionally Organized and has expert multitasking skills
• Experience in handling customer queries – Inbound / Outbound calls & Tickets
• Willing to work the extra mile when required
• Regional Language knowledge is an advantage – Hindi Compulsory
• Previous experience in handling queries through Ticketing system and Service level adherence
• Knowledge about books & a passion towards customer service

Our benefits package includes the best of what leading organizations provide, such as:

• A flat and transparent culture and chance to work with the leadership team of a high growth startup
• Best learning and development opportunities, a chance to have a big impact in a hyper growth setup
• The possibility of having a huge societal impact - we help writers fulfill their dreams and our books reach hundreds of thousands of readers in India
• Other Benefits - Employee Stock Options, Paid Time Off for Annual Vacations, Healthcare and Insurance.