Support Specialist

About Libro.fm:

Libro.fm makes it possible for readers to buy audiobooks from their local, independent bookstore of choice. As a Social Purpose Corporation, we’re committed to doing all we can to get more people reading. Our team is passionate about books, local communities, and the vital role that independent bookstores play in communities around the world. You can learn more about us in our Annual Report, meet our team, and read our story.

We are currently looking for a Support Specialist in the U.K. who is passionate about books to join our team. To apply, please fill out the form on the Libro.fm website by end of day 8 October 2024.

Note: To be eligible for employment, applicants must reside in the U.K.

General Job Description:

As we expand our offerings and partnerships internationally, we are thrilled to add an additional Support Specialist to the team. This position is fully remote and will report to the Senior Director of Customer Experience.

General working hours for this position are Sunday through Thursday, 2 PM -10 PM. This will ensure that our customers, bookstore partners, and affiliates will receive timely assistance across various regions.

In this role, you will be responsible for managing email inquiries through our support ticketing system (Freshdesk) and resolving technical issues. You’ll play a key role in onboarding new bookshop partners and enhancing our self-service resources across different formats. Additionally, you will provide valuable insights to cross-functional teams as part of our Voice of the Customer program. As you familiarize yourself with our Content Management System, you will efficiently address audiobook-related issues reported by customers and you will assist publishers with content distribution.

Duties and Responsibilities:

• Answering 75+ support tickets each day in a timely, professional manner that maintains our standard of world-class customer care
• Resolving customer and partner issues through self-directed problem-solving, communication with appropriate team members, and mastery of systems/platforms 
• Troubleshooting and resolving issues related to audiobook files and assets via our Content Management System
• Internally escalating issues that are impacting multiple customers or that indicate time sensitive, engineering intervention is needed
• Collaboration on outreach and onboarding of new partner bookshops
• Contributing to self-service resources in our Help Center and Bookseller Hub
• Proactively identifying potential issues and/or high priority improvements across our platform, based on customer feedback
• Assisting with strategic and operational projects as needed

Knowledge and Experience:

• 3+ years experience in customer support or customer-facing roles
• Familiarity with Freshdesk, Zendesk, or other customer support platforms
• Experience working directly with external business partners
• Startup, publishing, or book-industry experience is a plus, though not required

Skills and Abilities:

Required:

• Excellent written and verbal communication skills
• Comfort with technology-based troubleshooting 
• Proactive and patient approach to resolving issues for customers and business partners
• Ability to recognize and surface patterns in customer and partner feedback so that we can continuously improve the Libro.fm experience
• Problem solver that can comfortably work collaboratively and independently
• Ability to thrive in a fast-paced and evolving environment

Nice to Have:

• Demonstrable success navigating cross-functional projects 
• Ability to develop, maintain, and improve internal processes
• Familiarity with internal collaboration tools, including Slack, Google Suite, and Asana
• Experience managing digital assets and navigating content management systems
• Experience using data to set goals and assist decision-making processes
• Written fluency in Spanish, French, or German is a plus

Note: If you don’t meet 100% of these requirements but think you’d be a good fit, please don’t hesitate to apply!

Benefits:

• U.K. annual holiday entitlement is 25 days plus the standard bank and public holidays
• Health, dental, and vision benefits
• 401k plan with company match
• 16 weeks paid parental leave
• 7-week sabbatical leave every 5 years
• Annual office supply reimbursement
• Annual continuing education budget
• Flexible work schedule
• Fully remote
• Salary: £48K-58K annually