Customer Experience Specialist

Full time, location: Austin/TX

Bookwire has been one of the world's leading digital publishing technology companies for more than 10 years. With our technology platform "Bookwire OS" ("The Operating System for Digital Publishing"), we provide our customers with comprehensive support in the distribution and marketing of their digital content such as e-books, audiobooks and podcasts. As a full-service partner, we offer our customers from the publishing and media industry the entire digital business process, from the creation of digital formats to digital delivery and marketing to analysis and billing. Our team is growing and now comprises over 150 employees spread across locations in Germany, the UK, France, Spain, Italy, Brazil and the US. We would now like to expand our team in Austin/TX, USA.

Why we need you
As a customer experience (CX) specialist you will be responsible for providing support to newly onboarded and long-term publishing clients, ensuring a positive interaction with the Bookwire OS platform for a growing US business. This will include managing email communication during the support hours of +:00 a.m. to 5:00 p.m., Monday through Friday, Central Time Zone. An average number of accounts needing support by the CX specialist team would be 250 publishers with continued expansion and ranging in scale from standard to enterprise clients. Service emails would range in scale from basic to complex.

Your mission

You will be responsible for
interacting with customers
adhering to the guidelines of 24-hour customer service response times
gathering customer feedback
providing personalized customer service attention
troubleshooting issues
resolving customer inquiries using knowledge gained from platform and industry experience
evaluating customer feedback
identifying gaps in the customers’ experience with stakeholders
collaborating with local and global teams

Your background

You have at least two years of professional experience in the book and digital publishing industry and customer support
You enjoy CX and consider the journey as a partnership rather than a transaction
You are comfortable with technology, change management and complex problem solving
You have strong communication and time management skills and you strive for continual learning
You are friendly, confident, an active listener and service-oriented with customers and partners
Your are able to work as part of a global team with a wide range of business stakeholders and have a strong collegiate mindset
You have a hands-on mentality, good analytical skills, a strong process mindset, and are able to work independently
You are part of and available to act as an advocate within the CX support team
Your English skills (written/verbal) are excellent (native / non-native), with a second language as an advantage

What we offer
Help us make a difference! We are one of the leading technology and innovation companies in the publishing industry. With teams in Europe, LATAM and the US we are globally positioned to accelerate our clients’ digital business. We have a growing team and exciting plans for the future!

At Bookwire you will find
An exciting mission in a growing and innovative global digital media environment
The opportunity to realise your ideas and develop yourself professionally
A growing, competent and very motivated team
An open company culture and fast decision-making processes
A commitment towards and opportunities for ongoing professional development
A long-term perspective in a continuously growing start-up
Have we piqued your interest?
Then please complete the application form, stating your possible starting date and salary expectations. We look forward to hearing from you!

Bookwire US
www.bookwire.de
Your contact:
Heiko Florschuetz
Senior Manager People & Culture
jobs@bookwire.de
 
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