Publishing Accelerator Support Specialist Job at Publishing.com in Austin

Publishing.com's Student Success Team is seeking a dedicated Publishing Accelerator Support Specialist to play a crucial role in our students' success—and, in turn, the company's success. Providing outstanding customer service is at the heart of this role as you assist students with daily guidance and questions to help them progress in the Publishing Accelerator program. Through written communication, students will know and respect you for your course knowledge, perspective, and experience. Your ability to connect with students, provide a clear roadmap, and offer proactive support will make a lasting impact on their publishing journey.

At Publishing.com, we're revolutionizing how people turn their ideas into income by making self-publishing books easy and accessible to anyone, regardless of their background or experience.

Our flagship product, Publishing.ai, uses proprietary AI and machine learning technology to streamline the entire self-publishing journey—from writing your book to boosting your sales—all in one place.

Our commitment to delivering exceptional results and driving innovation in the self-publishing industry has earned us recognition as the 19th fastest-growing private company in America by Inc. Magazine. We're also proud to be certified as a Great Place to Work®, with a 99% employee satisfaction score—far exceeding the industry average of 57%.

At Publishing.com, we're not just helping people achieve their dreams of publishing a book—we're building the world's first all-in-one solution that simplifies the process and makes self-publishing faster, easier, and more accessible than ever before.

• Respond to student inquiries daily across chat, email, and voice platforms while maintaining our brand voice and personality
• Prioritize customer service by being responsive, empathetic, and providing accurate information to meet student needs
• Assist Coaches with proactive outreach by identifying students who need support and facilitating their progress
• Serve as the first point of contact for coaching-related inquiries, resolving straightforward issues and escalating complex ones as needed
• Coordinate coaching calendars, schedule kick-off calls, and assist students with bookings
• Maintain a tech-first mindset, leveraging automation and AI for efficiency
• Monitor live QA calls for Publishing Accelerator students, providing real-time support and clarifying doubts while assisting other departments within customer support as needed
• Other duties as assigned

• Maintain an average response time of under 60 minutes for new inbound tickets
• Achieve a customer satisfaction (CSAT) rating of 90% or higher based on support interactions
• Document 100% of transferred or resolved tickets with clear internal notes for future reference and knowledge sharing
• Recommend enhancements to the internal and external knowledge base

• Highly motivated and organized with a positive attitude and a knack for customer service
• A true team player, problem solver, and critical thinker who can excel at multitasking and time management in a fast-paced environment
• Strong interpersonal and communication skills for engaging with our students through chat, email, and voice interactions
• Experience working in a fully remote team environment, ideally with a high-growth SaaS company
• A genuine passion for contributing to the success of Publishing.com and our students
• Preference for candidates who are members of AI Publishing Academy and have published at least one book
• Access to a laptop or computer with a reliable internet connection
• Experience using tools like Hubspot, Loom, Intercom, Acuit, Kajabi

Starting at $45,000 base USD Annually

Compensation is dependent on experience, qualifications, and geolocation. Final decisions on any compensation offer are determined by Publishing.com, in line with our commitment to fair and equitable pay practices.