Customer Support Representative

Spines: #1 Fastest-Growing Book Publishing Platform in the U.S. At Spines, we’re rebuilding publishing for a new era: powered by technology and built around the author. Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format and in multiple languages. The tools we’re developing make a complex process simple, scalable, and author-first. Our mission is to make professional publishing possible for everyone, so no great story goes unheard. We’re growing a team of people who want to shape the future of publishing, driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere. Ready to build what comes next and rewrite the future For creators around the world? Apply now. Job Overview: We are looking for a proactive and empathetic Customer Support Representative to join our team. This role is ideal for someone who thrives on helping customers, communicates clearly and effectively, and is comfortable using CRM and eCommerce tools such as Salesforce, Metorik, and WooCommerce. The position involves handling calls, messages, and case management, as well as acting as a main point of contact for customers in post-production stages. Flexibility in working hours, including evenings in EST and potential weekend shifts, is essential. Key Responsibilities: Provide exceptional customer support via phone, email, and chat Handle a high volume of calls and messages in a timely and professional manner Manage and resolve cases in Salesforce, ensuring accurate tracking and follow-ups Act as the primary point of contact for customers post-publication (e.g., royalties, copies, general inquiries) Maintain clear and effective communication with customers and internal teams Collaborate across teams to resolve issues and improve processes Multitask across different tools and platforms while staying organized