Customer Support Agent in Berlin bei Inkitt

Inkitt

Inkitt is building the Disney of the 21st Century, standing at the forefront of technology and entertainment. Leveraging AI and predictive algorithms, Inkitt discovers unknown stories and turns them into blockbuster hits, producing a new $1M ebook every 4 weeks and selling directly to consumers through its Galatea app. Inkitt has become the 11th most bestseller-generating publisher in the world, boasting a 40x higher hit-rate than traditional publishers. Recently raising a Series C and backed by some of the top VC’s such as: Khosla, Kleiner Perkins, and NEA Ventures, our recent expansion into GalateaTV is only the beginning of our journey to becoming the next-gen entertainment powerhouse.

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 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

What You'll Bring

- 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 - 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