Community Management Support Specialist

Reports to: Community Management Support Supervisor
Location: 100% Remote

Company Summary

Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of writing, publishing, and selling books and audiobooks on major platforms like Amazon and Audible. We are thrilled to announce that Publishing.com has been recognized as the 19th fastest-growing private company in America for 2023, according to the prestigious Inc. 5000 list. Over the past two years, we've experienced an incredible 30% year-over-year growth and expanded our team by 500%. Recently, we hit a major milestone by helping 60,000+ students through our programs.

Our mission is to become the premier destination for all publishing-related needs. In line with this vision, we are excited to announce the launch of our latest innovation, Publishing.ai, a software designed to revolutionize the publishing industry further. This year marks a significant milestone in our journey toward achieving our goal, as we continue to expand our offerings and support our community of publishers.

About The Role

Publishing.com is seeking a Community Management Support Specialist to join our Customer Support Team. To be successful in this role, you should be an excellent communicator who is able to build customer trust.  

As a Community Management Support Specialist at our company, your responsibilities would revolve around managing our community and performing Customer Support related tasks within the support team. You are charged with building and maintaining an engaging community and connecting with our audience to deliver the ideal customer experience. You will also be responsible for assisting our customers with technical problems when using our products and services.  

Our Ideal candidate is an individual who is passionate about connecting with people and enthusiastic about delivering excellent support by interacting with current and potential customers.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during and after product sales. Customer success is our #1 focus and that’s why we have so much of it.

Responsibilities

• Managing and curating all our platforms/communities and student facing resources.
• Building social media strategies and implementing day to day tasks that help our communities thrive.
• Responding to customer questions on a day-to-day basis across all of our platforms while conveying our brand voice, personality, and image. 
• Engaging and responding directly to feedback, questions and comments in a timely and accurate way, via phone, email, chat, blogs or on community platforms. This would include managing our Intercom tickets, trustPilot reviews, moderating product comments/feedback, managing our course communities, amongst others as assigned.
• Resolving customer needs and problems, recommending solutions and guiding product users through features and functionalities.
• Creating high-quality content and collecting valuable customer data within our community for internal use. (Screenshots etc)
• Building strong community relationships with our students through close interaction and connections.
• Gather customer feedback and share with our Product, Sales and Marketing teams. 
• And other duties as assigned.

Requirements

• Must be proficient at using popular social media platforms such as Facebook, Instagram, etc.
• Must have a strong interest and zeal for customer service/support.
• Must have strong interpersonal and communication skills.
• Must have a great work ethic and be able to communicate kindly with people from all backgrounds
• Must be able to learn fast and perform without constant supervision.
• Must have a real interest in connecting with people and building a career at Publishing.com
• Must be able to thrive in a team environment.
• Must have the ability to multitask and manage time effectively.

Why Publishing.com?

At Publishing.com, our dedication to our mission and core values isn't just talk; it's reflected in how we treat our team. We believe in nurturing our employees' well-being, supporting their families, and empowering them to contribute to their communities. Here's how we stand out:

• Recently recognized as #19 on the Inc 5000's list of Fastest Growing Private Companies in America for 2023
• We are a completely remote team located worldwide with 100+ employees
• We have great benefits including paid time off (PTO), competitive health, vision, and dental benefits, 401k, and team socials...yes, even remotely
• We care about our culture deeply and live by our company values (1) Service that WOWs, (2) Ultimate Team Player, (3) Great Freakin' Attitude, (4) Billion Dollar Standards
• We encourage learning, growth, and continuous improvement and create meaningful programs to support our employees' professional development
• If you want to join a team on the ground floor, this is your chance: we are expanding beyond being an education company to become the one-stop shop for all your self-publishing needs

• *Some benefits are available to our US-based employees only.