We are looking for a proactive and empathetic Customer Support Representative to join our team. This role is ideal for someone who thrives on helping customers, communicates clearly and effectively, and is comfortable using CRM and eCommerce tools such as Salesforce, Metorik, and WooCommerce. The position involves handling calls, messages, and case management, as well as acting as a main point of contact for customers in post-production stages. Flexibility in working hours, including evenings in EST and potential weekend shifts, is essential.

Key Responsibilities:

Provide exceptional customer support via phone, email, and chat
Handle a high volume of calls and messages in a timely and professional manner
Manage and resolve cases in Salesforce, ensuring accurate tracking and follow-ups
Act as the primary point of contact for customers post-publication (e.g., royalties, copies, general inquiries)
Maintain clear and effective communication with customers and internal teams
Collaborate across teams to resolve issues and improve processes
Multitask across different tools and platforms while staying organized

Requirements

Fluent in spoken and written English with excellent grammar and communication skills
Prior experience with Salesforce, Metorik, WooCommerce, or similar CRM/eCommerce platforms
Strong organizational and multitasking skills
Excellent verbal communication skills, especially for phone support
Ability to manage follow-ups and take ownership of cases
Ability to work flexible hours, including late evenings in the EST time zone and potential weekend shifts
Candidates based in Córdoba must be open to transitioning to a future hybrid work model if required
A reliable internet connection and a quiet work environment for remote communication
A team player who can also work independently and communicate effectively across

Advantages:

Experience in a remote support role
Familiarity with eCommerce operations
Ability to adapt in a fast-paced environment

Benefits Why Spines:

Remote work with a flexible schedule
A friendly and collaborative international team
Opportunities for professional growth and training
The chance to make a direct impact on customer satisfaction
Be part of a company that helps authors bring their stories to life

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