Remote Customer Experience Specialist - Publishing Platform

Kenjo GmbH; Austin (TX); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical coverage

20 vacation days

401K matching

Job summary

Bookwire is seeking a Customer Experience Specialist to support onboarding and ongoing client success for its Bookwire OS platform in the US. This remote role prioritizes Austin-area time-zone alignment with occasional in-person collaboration, and involves managing inquiries via Jira Service Desk during US business hours.

The CXS will handle a mix of standard and enterprise clients, driving CX improvements, collaborating with global teams, and producing clear customer-facing documentation.

Qualifications

• Experience in the book and digital publishing industry and in customer support.
• Experience working in customer experience (CX) roles and advocating for customers.
• Ability to communicate effectively and collaborate with global teams across time zones.

Responsibilities

• Interact with customers and provide personalized, responsive support.
• Adhere to 24-hour response-time guidelines.
• Troubleshoot customer and platform-related issues.
• Resolve inquiries using knowledge of Bookwire OS and digital publishing.
• Gather and evaluate customer feedback for CX improvements.
• Identify CX gaps and opportunities for improvement.
• Share customer insights with stakeholders.
• Collaborate with local and global teams to resolve issues and improve CX.
• Create and maintain internal and external documentation.

Skills

Interpersonal skills

Time management

Active listening

Problem solving

Customer perspective

Bookwire OS knowledge

Pattern recognition

Cross-functional collaboration

Documentation

Continuous learning

Job description

Bookwire is seeking a Customer Experience Specialist to support onboarding and ongoing client success for its Bookwire OS platform in the US. This remote role prioritizes Austin-area time-zone alignment with occasional in-person collaboration, and involves managing inquiries via Jira Service Desk during US business hours.

The CXS will handle a mix of standard and enterprise clients, driving CX improvements, collaborating with global teams, and producing clear customer-facing documentation.