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Member Support Specialist

Company: BookBub
Location: Cambridge
Posted on: November 22, 2021

Job Description:

Who we areWe are one of the fastest-growing consumer tech startups in Boston. Millions of readers use our products every day to find great books, and our service empowers thousands of leading publishers and authors to drive sales and find new fans. We're expanding our team to address the challenges and opportunities of the publishing industry while continuing to help readers find stories and authors they'll love. Check out BookBub and our audiobooks retailing platform, Chirp, and learn more about what to expect working at BookBub.
About the positionOur team is seeking a new Member Support Specialist! We're dedicated to providing prompt, thoughtful support to our engaged community of book lovers on both BookBub and Chirp. Insights from our interactions with readers help us to improve both Chirp and BookBub for all our members. If you're passionate about providing excellent customer support, meticulous in your attention to detail, and interested in helping book lovers of all kinds, please apply!Our ideal hire believes in the transformative power of great support and genuinely enjoys helping others. As a Member Support Specialist, you'll work at the heart of our organization using your troubleshooting skills to help readers and listeners.
Responsibilities include:

  • Providing frontline support. The majority of your day will be spent helping ebook and audiobook readers via email and other channels.
  • Developing product expertise. You'll become an expert in all things BookBub and Chirp! On a daily basis, you'll troubleshoot potential issues, document feature requests, share feedback, and help members get the best out of our products.
  • Creating documentation. When you're not working directly with members, you'll use your product expertise to maintain and develop our knowledge base by creating FAQs, how-to guides, and troubleshooting articles.
  • Advocating for our members. You'll be the main point of contact for our members. Other teams will rely on you as the voice of our members and expect you to proactively share their feedback.We're looking for motivated individuals who are excited to grow with us. You don't have to perfectly match these requirements to apply.Who we're looking for:
    • To be successful in this role, you need to LOVE solving problems and have incredible communication skills. If you get excited by a tricky problem or new challenge and you're constantly finding better ways to explain complex technical processes to people of all skill levels, we'd love to hear from you!
    • While previous experience in tech support isn't required, you should have experience providing amazing customer service. No matter the situation, you always communicate with empathy and self-awareness. You don't believe in lost causes, and you go out of your way to help those in need.
    • You're resourceful and make the success of your team a priority: your default is helping others and you're motivated to see projects through from start to finish. If something needs doing, you do it. You're excited to work as a team so we can win as a team.
    • You thrive in an environment where you learn something new every day. You're comfortable with uncertainty and embrace these moments as opportunities to grow by learning from those around you.
    • You're a skilled writer and fluent in technology: you write and speak in English with ease, and value prose that is simple, clear, and engaging. You enjoy trying out the latest technology and you're a quick study when it comes to new software and technology.BenefitsBookBub offers competitive benefit options including medical, dental, vision, 401k, generous paid parental leave, and take-what-you-need paid time off.
      Remote work flexibilityOur team has where-you-work flexibility that allows you to choose a predominantly remote, in-office, or hybrid setup within Massachusetts. We'll help each team member figure out the work set up that's best for them, including WFH equipment or a dedicated desk space in our office. We value the health and safety of our people above all else, and our in-person work options will remain contingent on local safety guidelines and recommendations.
      Our interviewing philosophyOur goal is to get to know you in a low-pressure, friendly environment - and to give you ample opportunity to learn more about us, too. We're currently conducting fully remote interview processes.Our typical process includes these types of experiences:
      • A resume screen
      • A take-home exercise where you'll have the opportunity to demonstrate your communication and problem-solving skills
      • Additional conversations with your potential future team members, the hiring manager, and People OperationsWe personally review every application, and if we think there might be a fit, we'll typically reach out via email within a couple weeks to start the conversation.We will always do what we can to be flexible around your personal time commitments, deadlines, and general availability. We know that by joining our interview process, you're trusting us with your time - so we'll do our best to run a process for you that's as smooth and enjoyable as possible.
        Your interview experienceWe are currently interviewing fully remotely. Our goal is to create an environment where you can interview at your best. If we can provide any assistance or accommodations during your time with us, please let us know at All requests are treated as privately as possible and have no impact on candidate eligibility.
        BookBub strives to be an inclusive workplace and we value learning from different perspectives. We seek to foster an environment filled with people from a wide variety of backgrounds, experiences, abilities, and perspectives. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We are proud to be an equal opportunity employer.

Keywords: BookBub, Cambridge , Member Support Specialist, Other , Cambridge, Massachusetts

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