Author Success Specialist Remote (United States)

S27a; Boston (MA); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) plan

Flexible PTO plus company holidays

$1,000 home-office setup budget

Annual book stipend

Job summary

S27a in Boston is looking for a Customer Support Specialist to assist self-published authors. You will own the support inbox, help onboard new authors, manage documentation, and provide feedback to the product team based on author interactions.

Successful candidates will have at least 2 years of customer support experience, excellent written communication skills, and the ability to empathize with non-technical users. The position offers a salary range of $55,000–$70,000, along with benefits like health insurance and a home-office setup budget.

Qualifications

• 2+ years in customer support or customer success for a software product.
• Patience and genuine empathy for non-technical users.
• Capable of learning a data-rich product deeply.

Responsibilities

• Own the support inbox and respond to authors within one business day.
• Guide new authors through onboarding so they reach their first win quickly.
• Write and maintain help docs and tutorials as the product evolves.

Skills

Customer support experience

Excellent written communication

Empathy for non-technical users

Organized and self-managing

Job description

About Scrivy

Scrivy is the growth desk for self‑published authors. We give KDP authors one toolkit to grow their books on Amazon: keyword rank tracking, sales analytics, listing optimization, A+ Content design, category research, and reader review distribution. We're a small, remote‑first team headquartered in the Boston area, building for authors who treat their books like a business.

The role

You'll be the person our authors talk to. Self‑published authors are emotionally invested in their books, often running a business of one, and frequently new to tools like ours. Great support here isn't ticket‑closing; it's helping someone get unstuck on something they care about deeply, in writing, with patience and precision. You'll own the support inbox, guide new authors through their first weeks, keep our help documentation sharp, and act as the voice of the customer inside the company.

You'll work directly with the founder and the product team, and what you hear from authors will visibly shape the roadmap.

What you'll do

• Own the support inbox and respond to authors within one business day, clearly and warmly

• Guide new authors through onboarding so they reach their first win quickly

• Write and maintain help docs, tutorials, and walkthroughs as the product evolves

• Handle billing and account questions with care and good judgment

• Spot recurring friction, document it, and bring it to the product team as concrete, prioritized feedback

• Build lightweight processes (saved replies, escalation paths, FAQs) that keep quality high as volume grows

What we're looking for

• 2+ years in customer support or customer success for a software product

• Excellent written communication. Most support here is async and in writing, and tone matters as much as accuracy

• Patience and genuine empathy for non‑technical users working on something personal

• Comfort learning a data‑rich product deeply enough to troubleshoot real issues, not just forward them

• Organized and self‑managing: you keep the queue healthy without anyone watching it

Nice to have

• Familiarity with self‑publishing, KDP, or the author community

• Experience writing help‑center content or tutorials

• Basic comfort with spreadsheets or data for spotting trends in support volume

Compensation & benefits

• $55,000–$70,000 base salary, depending on experience

• Health, dental, and vision insurance

• 401(k) plan

• Flexible PTO plus company holidays

• $1,000 home‑office setup budget

• An annual book stipend, naturally

How we work

We're fully remote across the U.S., with a home base in the Boston area. The team is small, communication is mostly written and async, and there's no layer between you and the founder. Work ships quickly and gets in front of real authors the same week.

Equal opportunity

Scrivy is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.