Customer Support Agent, Inkitt
6 Month Contract
€35k
Reader-powered book publisher
Job no longer available
Reader-powered book publisher
201-500 employees
Job no longer available
€35k
201-500 employees
Company mission
To build a world-class platform to shine a light on phenomenal stories, and eventually develop theses stories into movies, TV shows, merchandise, video games, or even them parks.
Role
Who you are
- You're a self-starter, work hard, and aren’t content with the bare minimum and go the extra mile for your customers and your peers
- You care about the people around you and are willing to lend a helping hand when it’s needed. You strive to be a part of and create an environment that is inclusive, respectful, and encouraging
- You are located in Berlin and able to work a hybrid in-office environment
- You have 2-4 years of experience in Customer Support
- You are able to handle ambiguity well in a startup environment
- You showcase critical thinking and problem solving skills
- Able to work autonomously with minimal supervision
- You seek out and are open to feedback
- You're reliable. The team can count on you to show up not just when you're expected to, but when we need it the most
- Not afraid to do what needs to be done - Sometimes we have to work overtime to make sure our users here back from us within a 24hr Service Level Agreement
- You're familiar with Google Suite, ZenDesk, and Jira
- Bonus: You have experience with SQL and/or Zendesk Explore/Triggers
What the job involves
- Provide world class Customer Support to both Authors and Readers
- Flex to support different support queues based on volume and service level agreement
- Adhere to a 85% Customer Satisfaction Score
- Ensure 90% of our Users receive a response from the Support Team within 24hrs or less
- Solve 100 Customer Support contacts per day on average
- Work cross functionally with Product and engineering teams to raise customer feedback and issues
- Respond to social media posts/dm's requesting support
- Provide support to our Authors
- Support an active discord community
- Create/draft Help Center articles to ensure that users have an option to resolve issues on their own
- Create and edit internal workflows for common contact types
- Use data to show customer contact drivers when communicating with management, leadership, product, and engineering
- Respond to Customer issues within 24 hours of their question being submitted
- You care about the customer and advocate them at every turn
- You're able to flex to the needs of the customer and the business. You understand that fires can happen and may require some additional support to help put those fires out
Our take
The current publishing industry makes it very difficult for breakout authors to achieve success. Furthermore, publications are often based off subjective opinions of those in the industry, and potential readers have no input in the matter, despite them being the force that will drive a book's success.
Inkitt takes a different approach to publishing in order to give writers a fairer chance of success. The company allows writers to submit their stories onto the website where readers have free access to read anything posted. Using an algorithm, Inkitt then determines which stories have the most reader engagement, and based on this information, decides which to take to official print and publication.
Several rounds of funding to the sum of more than $100M have allowed Inkitt to invest more in its algorithm and technology and open offices in San Francisco. It's also looking to expand into more mediums such as video content and audiobooks, with a long-term aim of building a media empire akin to Disney. Though there's a long way to go for that lofty aim to come to fruition, Inkitt has already attracted 33M users and published dozens of bestsellers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2024
$37m
SERIES C
Oct 2021
$59m
SERIES B
Total funding: $117.7m
Company benefits
- Comprehensive Health Plans including Fitness Classes
- Expat integration support
- Free lunches in the office
- Professional Coaching for Everyone + unlimited self-development book budget
- Regular social events
- Dog-friendly office
Company HQ
China Basin, San Francisco, CA
Leadership
Ali Albazaz
(Founder & CEO)Founder and CEO of Fünfi and then joined moviepilot as a Javascript developer. After this, Albazaz freelanced as a Javascript developer for six years.
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