Sudowrite () is a fast-growing fully-remote startup. Our product is a AI fiction-writing tool that helps creative writers write novels, screenplays, and more. Some of our authors are New York Times and USA Today best-sellers. Others have large Kindle followings. Still others are writing their first novel.
Company
We’ve been featured in The New Yorker, New York Times, Wired, Washington Post, The Verge, and many more.
Job Description
We are looking for someone to…
1. Help answer and resolve customer problems
2. Triage issues and identify patterns
3. Investigate and verify root causes
4. Design workarounds and improvements to prevent problems from happening
5. … and do it all with grace, humor, and a sense of play
We don’t expect you to be able to perform all of these right away, but we are looking for someone eager to grow to be able to do all of these and more.
Detailed Responsibilities (with examples)
– Resolve issues for customers in support inbox
– Clear, concise and playful email and chat responses that demonstrate high EQ
– Record videos, take screenshots, make images to show customers how to do something
– Billing: Refunds, discounts, referral credits
– Trial and subscription: Trial extension, pause subscription
– Membership concierge: Help with scheduling, cancellations, upgrades, and downgrades
– Product education: Assist with using various features and solve writing problems
– Technical troubleshooting: Identify and suggest workarounds for bugs
– Help manage our Discord and social media presence
– Triage issues and identify patterns
– Escalate urgent issues to the team
– Establish patterns and report on them
– Follow up with customers for clarification on root causes and motivations
– File clear, detailed tickets of issues to the team
In addition to the above, we will provide lots of room and responsibilities to grow along with training to help you succeed.
Required Skills & Experience
– Very strong English skills: Reading comprehension, casual writing, formal writing, casual speaking, formal speaking. Our customers are writers, so it’s critical that your English writing skills are impeccable.
– At least one year experience in email customer support for a software product (ideally B2C)
– The best candidates will have fiction-writing experience and will be able to answer writing-related questions from authors.
– Nice to have, but not required: English/Creative Writing major
– Demonstrated history of continuous personal improvement: can you briefly describe two things you’ve learned about how to succeed in customer support or your previous job that you didn’t know when you started? Share the answer in your application!
Technical Skills
– We can train you on the tools, but some familiarity with these tools that we use would be a plus: [](/), Notion, [](/), Stripe, Loom, Luma, [](/), Slack, Discord, Google Docs, Google Sheets.
Soft Skills
– Fast and willing learner
– Very high attention to detail
– High EQ and puts people at ease
– Funny, playful, makes people feel good
– Tech-savvy
– Has ambition and curiosity
– Comfortable with rapid pace and change
Work Schedule
– Full-time position (40 hours / week)
– A few hours of overlap with 9am-6p Pacific Standard Time
– Please note that during your training (first 3-4 weeks), you will be required to follow a graveyard schedule: 9am-6pm Pacific Standard Time
– After that, you’ll transition to 6pm – 5am Pacific Standard Time
Salary Range
$600-$800 USD / mo (open for negotiation depending on experience level, and will consider increase after 6 months)
Company Benefits:
– Total of 12 Paid Time Off in a year (6 vacation days, 6 sick days)
– Fully work-from-home setup
– Raise after 6 months depending on performance
– Bi-weekly salary
How To Apply
In your application, use this subject line “Your Next Customer Support Associate (from [where you found the job post]): [Your Name]”. Include your updated resume, a one-minute Loom video self-intro, and answers to the following:
1. Describe your productivity stack. How do you get in and stay in the flow?
2. Based on the clues in this job description, what do we use to manage our support inbox (hint: not Zendesk) and what do we use to host our user community?
3. Sign up for a trial of [Sudowrite] () and write something using the AI. Share a link to the document with us.
Thank you for your interest and excited to potentially work with you!
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