Sales Support Specialist

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

We’re looking for a dedicated Sales Operations Specialist to optimize the day-to-day operations and workflow for our Customer Solutions team. You’ll play a crucial role in managing CRM updates, supporting customer outreach, and assisting with operational tasks to ensure that Customer Solutions Representatives spend the maximum amount of time on calls with students and customers. Your support will help streamline communication, reduce admin burdens, and contribute to an efficient, well-organized team.

Responsibilities

• CRM Management: Regularly update and maintain CRM (HubSpot) data for the Customer Solutions team. Ensure that deals are dispositioned correctly. 
• Call Support: Assist with call handling processes, ensuring all callback and follow-up tasks are organized and prioritized.
• Customer Communication: Reach out to customers via the support desk, phone, SMS, or email to handle follow-ups, schedule calls, and provide essential information.
• Workflow Optimization: Identify and take over administrative tasks, such as updating records and logging calls, to keep the Customer Solutions team focused on high-priority calls.
• Call Distribution: Monitor incoming call volume answer calls if no reps are available. Schedule follow up appointments for reps when no one is available to answer a live call.
• Documentation: Assist with creating, updating, and maintaining Standard Operating Procedures (SOPs), training, and other documentation to streamline team processes.
• Support Reporting: Track key metrics such as call volumes, missed calls, and out-of-window calls to optimize team performance.
• Support Collaboration: Work closely with the customer service team to ensure that any requests for students on behalf of the reps are handled promptly such as refunds or concessions.

Requirements

• Experience: Strong background in customer service or sales support within a fast-paced environment.
• CRM Skills: Proficiency in CRM systems (HubSpot preferred) with experience managing customer data.
• Communication Skills: Clear, professional communication via phone, email, and SMS.
• Technical Aptitude: Experience with scheduling tools and the ability to learn new systems quickly.
• Problem-Solving: Proactive and solutions-oriented mindset to tackle operational bottlenecks.
• Flexibility: Ability to adapt to shifting priorities, especially during promotions or high-volume periods.
• Team Player: Willingness to collaborate closely with the Customer Solutions team to achieve shared goals.

Expectations

• Response Time: Ensure all requests from Customer Solutions reps are addressed promptly, allowing them to stay on calls as much as possible.
• Data Accuracy: Maintain high accuracy in CRM data, performing regular audits and updates.
• Call Monitoring: Assist in tracking missed or out-of-window calls and ensuring timely follow-ups.
• Ownership: Take full ownership of support tasks and ensure completion to the satisfaction of the Customer Solutions team. 

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