Author Support Associate

About Notion Press

Notion Press is an international platform dedicated to empowering individuals who recognize the influential power of words and storytelling. Our mission is to transform every aspiring writer's ideas into tangible books, providing an innovative and constantly evolving publishing experience. Our platform enables writers to convert their narratives into tangible books that readers can enjoy and connect with.

Role Summary

We are seeking a proactive and highly organized professional to join our Publishing Management team as an Author Support Associate. In this role, you will assist authors post-publication by addressing their queries and managing issues professionally and efficiently.

Key Responsibilities

• Handle customer support tickets from authors.
• Log, track, and manage issues, escalating them when necessary.
• Resolve cross-functional challenges at the appropriate level.
• Define and control the scope of problems and changes, escalating when required.
• Monitor issue progress and severity intensively.
• Provide detailed status reports regularly to the Team Manager.
• Facilitate communication between authors and internal teams, updating leadership on developments.
• Deliver consistent customer service by updating authors daily on ticket status and progress.
• Collaborate closely with authors to guarantee that the end product meets industry standards.
• Manage evaluation and distribution of support tickets.
• Be accountable for successful resolution and delivery of all ticket-related tasks.

Ideal Candidate Profile

• 0-2 years experience in customer-facing roles.
• Outstanding verbal and written communication skills.
• Highly organized with exceptional multitasking capabilities.
• Experience managing customer inquiries through inbound/outbound calls and ticketing systems.
• Commitment to going above and beyond when necessary.
• Fluency in Hindi is mandatory; knowledge of other regional languages is advantageous.
• Prior experience adhering to service level agreements and managing support tickets.
• A strong passion for books coupled with excellent customer service aptitude.

Benefits

• A transparent and flat organizational culture with opportunities to collaborate directly with the leadership of a high-growth startup.
• Excellent learning and development prospects allowing significant impact in a rapidly expanding environment.
• The opportunity to contribute to a company that helps writers realize their dreams and reaches a vast readership across India.
• Additional benefits including Employee Stock Options, paid annual vacation time, healthcare coverage, and insurance.

Diversity and Inclusion

Notion Press is committed to equal opportunity employment and celebrates diversity. We do not discriminate based on race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability. We have achieved gender diversity goals with women representing half of the workforce as of January 2021.