Customer Support with Creative Writing Experience - Earn up to $1,200/month

[Sudowrite](sudowrite.com/) is a fast-growing fully-remote company. We make an AI tool that helps thousands of authors write novels, screenplays, and more. Some of our authors are New York Times and USA Today best-sellers. Others have large Kindle followings. Still others are writing for the very first time.

We believe everyone has a great story inside of them, and we want to make it easier for them to tell it! We’ve been featured in The New Yorker, New York Times, Wired, Washington Post, The Verge, and many more.

Job Description

We are looking for an author or novelist who’s interested in helping authors write better stories using Sudowrite. That means you’ll be helping them when things go wrong, help them learn the app, and also help a bit as a writing coach when appropriate. You’ll also help them troubleshoot billing, account, and other issues. If interested, you can also spend 20% of your time writing articles on how to solve common writing problems using Sudowrite.

As you help our writers, we’ll also want you to...

1. Triage issues and identify patterns (is something broken or unclear? how important is it?)
2. Investigate and verify root causes (why is this happening, how do we fix it?)
3. Suggest workarounds and improvements to prevent problems from happening
4. ... and do it all with humor and a sense of play. (Life is too short not to have some fun.)

We don’t expect you to be able to perform all of these right away, but we are looking for someone eager to grow to be able to do all of these and more.

Detailed Responsibilities (with examples)

1. Resolve issues for customers in support channels, including:
- Product education: Show authors how to solve writing problems in a variety of genres by using Sudowrite
- Billing: Refunds, discounts, etc.
- Trial and subscription: Trial extension, pause subscription
- Membership concierge: Help with cancellations, upgrades, and downgrades
- Technical troubleshooting: Identify and suggest workarounds for bugs
- Don’t just tell, show: Record videos, take screenshots, make images to show customers how to do something
- ...and do it all with a clear, concise and playful voice that demonstrate high EQ

2. Offer alternative support
- Live chat support by answering questions in Discord
- Scheduled one-on-ones with customers
- Potential phone support in the future

3. Triage issues and identify patterns
- Escalate urgent issues to the team
- Establish patterns and report on them
- Follow up with customers for clarification
- File clear, detailed tickets of issues to the team

In addition to the above, we will provide lots of room to grow along with training to help you
succeed.

Required Skills & Experience

- Very strong English skills: Reading comprehension, casual writing, creative writing. Our customers are authors, so it’s critical that your English writing skills are impeccable.
- Troubleshooting and/or problem solving skills: A good candidate will know the right questions and how/when to ask them to isolate and resolve an issue.
- The best candidates will have written a novel and will be able to answer writing-related questions from authors.
- Nice to have (but not required): English/Creative Writing major, Customer Service experience.
- Demonstrated history of dedication to writing: can you briefly describe two things you’ve learned about writing that you didn’t know when you started? Share the answer in your application!

Technical Skills
- We can train you on Sudowrite, but some familiarity with these tools that we use would be a plus: Front, Notion, Stripe, Linear, Loom, Luma, Customer.io, Slack, Zoom, Discord, Google Docs, Google Sheets.

Soft Skills
- Fast and willing learner
- Very high attention to detail
- High EQ and puts people at ease
- Funny, playful, makes people feel good
- Tech-savvy
- Has ambition and curiosity
- Comfortable with rapid pace and change Work Schedule
- Full-time position (40 hours / week), 4 p.m. - 12 a.m. Eastern Time

Salary Range

$1,000-1,200 / mo (open for negotiation depending on experience level, and will consider
increase after 6 months)

Company Benefits:
- Total of 12 paid leaves in a year (6 vacation days, 6 sick days)
- Work from anywhere
- Performance review at 6 months, with potential for comp increase
- Bi-weekly salary

How To Apply:
There are three rounds.
1) The application
2) A paid work simulation (2 hours) 3) An interview

IMPORTANT: to apply, please fill out this form: airtable.com/appYtopPKVmkk41ul/pagHewLrua32TLA7Y/form

Thank you for your interest and excited to potentially work with you!