Job Description

We are a fast-growing fully-remote company. We make an AI tool that helps thousands of
authors 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 for the very
first time.

We believe everyone has a great story inside of them, and we want to make it easier for them to
tell it! 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 an author or novelist who’s interested in helping authors write better stories using our product. That means you’ll be helping them when things go wrong, help them learn the app, and also help a bit as a writing coach when appropriate. You’ll also help them troubleshoot billing, account, and other issues. If interested, you can also spend 20% of your time writing articles on how to solve common writing problems using our product.

As you help our writers, we’ll also want you to...
1. Triage issues and identify patterns (is something broken or unclear? how important is it?)
2. Investigate and verify root causes (why is this happening, how do we fix it?)
3. Suggest workarounds and improvements to prevent problems from happening
4. ... and do it all with humor and a sense of play. (Life is too short not to have some fun.)

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
○ Product education: Show authors how to solve writing problems in a variety of genres by using Sudowrite
○ 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, etc.
○ Trial and subscription: Trial extension, pause subscription
○ Membership concierge: Help with cancellations, upgrades, and downgrades
○ Technical troubleshooting: Identify and suggest workarounds for bugs
○ Answer questions in Discord - Answer support tickets, Moderate as necessary, Answer questions in the Help channel

● Triage issues and identify patterns
○ Escalate urgent issues to the team
○ Establish patterns and report on them
○ Follow up with customers for clarification
○ File clear, detailed tickets of issues to the team

In addition to the above, we will provide lots of room to grow along with training to help you
succeed.

Required Skills & Experience
● Very strong English skills: Reading comprehension, casual writing, creative writing. Our customers are authors, so it’s critical that your English writing skills are impeccable.
● The best candidates will have written a novel and will be able to answer writing-related questions from authors.
○ Nice to have, but not required: English/Creative Writing major, Customer Service experience.
● Demonstrated history of dedication to writing: can you briefly describe two things you’ve learned about writing that you didn’t know when you started? 

Technical Skills
● We can train you on the tools, but some familiarity with these tools that we use would be a plus: Front, Notion, Linear, Stripe, Loom, Luma, Customer.io, 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)
● 9am-6p Pacific Standard Time - LATAM
○ For PH candidates - 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

Company Benefits:
● Total of 12 paid leaves in a year (6 vacation days, 6 sick days)
● Fully work-from-home setup
● Raise after 6 months depending on performance
● Bi-weekly salary

Job Tags

Full time, Casual work, Immediate start, Remote job, Work from home,

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