Remote Author Success Specialist

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

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.