Customer Support Agent

Come build The Disney of the 21st Century with us! 🚀
At Inkitt, we believe every author should have an equal opportunity to succeed. Our mission is to discover hidden talents and turn them into globally successful authors. Traditional publishing often leaves authors behind with human editors responsible for selecting books fit for publication. Inkitt is a pioneer at the forefront of data-driven publishing. By inventing an algorithm which analyzes users' reading behavior to identify hits, we have removed subjectivity from the traditional publishing equation. This gives Inkitt the unique ability to discover hidden talents that might otherwise have gone unnoticed 🔎
Are you a builder? We are looking for the change-makers of the world; the people who build the blueprint anytime they are unsatisfied with the status quo. Come build The Disney of the 21st Century with us by developing our books, audiobooks, creation of games, TV shows and movies!

What you'll do:

• 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 24 hours 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 and direct messages requesting support
• Provide support to our authors
• Support an active Discord community
• Create and 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

Who you are:

• Customer Obsessed: You care about the customer and advocate them at every turn
• Driven: 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
• Neighborly: 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
• Adaptable: 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.
• 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 - We have authors and readers from around the world. We do everything possible to make sure they hear back from us within 24 hours (including working overtime sometimes)
• You're familiar with Google Suite, ZenDesk, and Jira

What we offer:

• 🚀 Stock options for all full-time employees! We believe everyone deserves a piece of ownership for when we become the Disney of the 21st Century
• 🚀 Newly launched 401k to help you save and invest in your future (US)
• 🚀 Health benefits that align with your local market, offering a variety of different coverages for medical, dental and vision 
• 🚀 A hybrid model in San Francisco and Berlin offices where 3 days per week are dedicated to in-person collaboration in parallel with remote work 
• 🚀 Lunches served in San Francisco Tuesday, Wednesday, Thursday
• 🚀 Lunches and dinners served in Berlin Tuesday, Wednesday, Thursday
• 🚀 Professional coaching for People Managers and employees who have been with Inkitt for 2+ years
• 🚀 Dedicated budget for team-building events
• 🚀 Employee Referral Bonus
• 🚀 Free access to our Galatea App, get your read on 
• 🚀 Unlimited budget for self-development books, on us
• 🚀 Donation to charity of your choice on your work anniversary 
• 🚀 Stocked micro-kitchens with snacks and drinks to keep you energized 
• 🚀 Class Pass health club for US Inkers to feel their best!
• 🚀 Berlin'ers gym membership
• 🚀 Berlin'ers virtual assistant
• 🚀 Arguably the best perk? Getting to bring your fur-ever friend to our Berlin and San Francisco offices

How we've been doing:

• We're a well-funded, mis