Remote Customer Experience Specialist — Publishing Tech

Bookwire US Inc.; Austin (TX); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible remote work in the US

Austin-area preference

International environment

Work-life balance

Job summary

Bookwire US Inc. seeks a Customer Experience Specialist (CXS) to support onboarding and ongoing publishing clients on the Bookwire OS platform. You will manage customer communication via Jira Service Desk during US hours (9:00 a.m.–5:00 p.m.

CT), handling inquiries from simple to complex. The role blends customer support, platform troubleshooting, problem solving, and CX improvement, with opportunities to identify customer needs and collaborate with internal and global teams.

Qualifications

• Experience in the book and digital publishing industry and in customer support.
• Experience handling CX and customer relationships.
• Comfort with technology and cross-time-zone collaboration.

Responsibilities

• Interacting with customers and providing personalized, responsive support
• Adhering to the 24-hour customer service response-time guidelines
• Troubleshooting customer and platform-related issues
• Resolving customer inquiries using knowledge of the Bookwire OS platform
• Gathering and evaluating customer feedback
• Identifying CX gaps and opportunities for improvement
• Sharing customer insights with relevant stakeholders
• Collaborating with local and global teams to resolve issues and improve CX
• Creating and maintaining internal and external documentation

Skills

Interpersonal skills

Communication

Time management

Active listening

Customer empathy

Problem solving

Troubleshooting

Cross-functional teamwork

Written communication

Documentation

Lifelong learning

Job description

Bookwire US Inc. seeks a Customer Experience Specialist (CXS) to support onboarding and ongoing publishing clients on the Bookwire OS platform. You will manage customer communication via Jira Service Desk during US hours (9:00 a.m.–5:00 p.m.

CT), handling inquiries from simple to complex. The role blends customer support, platform troubleshooting, problem solving, and CX improvement, with opportunities to identify customer needs and collaborate with internal and global teams.