Customer Experience Specialist (CXS) - Customer Experience (CX) (m/f/d)

Customer Experience Specialist (CXS) - Customer Experience (CX) (m/f/d)

Full-time | Remote (US) - Strong preference for candidates in the Austin, TX area for time-zone alignment and occasional in-person collaboration

Bookwire has been one of the world's leading digital publishing technology companies for more than 15 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 170 employees spread across locations in Germany, the UK, France, Spain, Italy, Brazil and the US. We would now like to expand our team in the United States of America.

What makes us special

The exciting combination of publishing and digital, of innovation and love for content, of people and technology.

We are growing continuously and have big plans for the future - with us, you can make a difference!

The role

As a CXS, you will support newly onboarded and long-term publishing clients, helping ensure a positive experience with the Bookwire OS platform as our US business continues to grow. You will manage customer communication through Jira Service Desk during support hours of 9:00 a.m. to 5:00 p.m. Central Time, handling inquiries ranging from basic questions to complex issues.

The CXS team supports a diverse portfolio of publisher accounts, serving clients ranging from standard to enterprise. The role combines customer support, platform troubleshooting, problem-solving, and CX improvement, with opportunities to identify customer needs and collaborate with internal stakeholders and global teams.

Your responsibilities

You will be responsible for:

1. Interacting with customers and providing personalized, responsive support
2. Adhering to the 24-hour customer service response-time guidelines
3. Troubleshooting customer and platform-related issues
4. Resolving customer inquiries using knowledge of the Bookwire OS platform and digital publishing industry
5. Gathering and evaluating customer feedback
6. Identifying CX gaps and opportunities for improvement
7. Sharing customer insights with relevant stakeholders
8. Collaborating with local and global teams to resolve issues and improve CX
9. Creating and maintaining internal and external documentation

Skills and competencies needed to successfully perform these responsibilities include:

1. Strong interpersonal and communication skills
2. Effective time management and organization
3. Active listening and customer empathy
4. Strong problem-solving and troubleshooting skills
5. Ability to understand and advocate for the customer perspective
6. Ability to quickly develop strong knowledge of the Bookwire OS platform
7. Ability to identify problems, patterns, and opportunities for improvement
8. Ability to work effectively with cross-functional and global teams
9. Strong written communication and documentation skills
10. Commitment to continual learning

About you

You have experience in the book and digital publishing industry and in customer support. You enjoy CX work and view the customer relationship as a partnership rather than a transaction.

You are comfortable working with technology, navigating change, and solving complex problems. You understand customer needs, communicate effectively, and work collaboratively with global teams across different time zones.

As a member of the CXS team, you will serve as a customer advocate and contribute to a consistent, positive customer experience. This is a remote position, with a strong preference for candidates in the Austin metro area and/or those available to travel to Austin for US team off sites.

What we offer you

1. Flexible remote work within the US, with a strong preference for Austin area
2. Exciting work in an international, growing and innovative environment
3. A growing, competent and highly motivated team
4. An open corporate culture with flat hierarchies and fast decision-making processes
5. Work-life balance through flexible working hours and home office options
6. Further development on a professional and project level

Compensation

Competitive salary based on the applicant's education, experience, knowledge, skills, and abilities as well as geographic location, internal equity, and alignment with market data.

Perks/Benefits

1. Generous benefits beginning on the first day of employment, including medical, prescription drug, vision, and dental coverage as well as HSA and health and dependent care FSA
2. 20 vacation days
3. 401K matching, life and AD&D insurance, Employee Assistant Program, group legal coverage, and more

Interested?

Your contact for this role:

Cheryl Clayton - Senior Manager, Customer Experience

View email address on click.appcast.io