Luminary Support Specialist Details

Luminary Support Specialist

Literati - Austin, TX

Employment Type : Full-Time

Company Description

At Literati, we believe in the power of great books. We’re on a mission to curate transformative literary experiences for every reader: anyone who dreams, anyone who wonders, of any age. There are some stories no child should live without and no adult should ever forget.

As a Luminary Support Specialist you'll work with our readers to provide solutions that are not only well thought out, but personalized to each client. Our Luminary book club is our newest business line, and you will be critical to developing and defining the Customer Service department and processes at the company. If you’re not scared to roll your sleeves up, get dirty and pioneer processes - keep reading.

WE’RE GOOD AT:

Bringing the fire. We are a startup, with all the fierce dedication and sparkling energy to accomplish great feats. Iron sharpens iron, and so we’ve refined our teams from only the strongest metals: open minds, bright ideas, and bold determination.

YOU’RE GOOD AT:

• Creative problem solving
• Empathy
• Team player who also works well independently
• Tech-savvy self-starter
• Assessing and providing proactive advice or solutions.
• Written and oral communication skills
• Multitasking and self managing your workload
• Thriving in a fast paced, startup environment

YOU WILL NEED:

• 1+ year of customer support experience
• Excellent computer skills
• Ticketing system experience

YOUR DAY-TO-DAY WILL LOOK LIKE:

• Serving as the primary point of contact for customers and managing correspondence via phone, email, and chat; building relationships with our clients
• Analyzing client encounters to identify inconsistencies and possible areas of improvement; work cross functionally to discover outstanding resolutions to everyday customer issues
• Navigating seamlessly between varying client interactions and platforms
• Maintain in-depth and continuing understanding of company technology and products
• Work closely with other teams (Engineering, Operations, etc) to come up with outstanding resolutions to everyday client inquiries
• Make data-driven recommendations to the company based on trends in customer tickets
• You may be asked to contribute to projects outside of customer support as-needed

We seek people with drive and a touch of alchemy—and if that sounds like you, you should join us. Even if your experience isn’t a precise match for the role, passion and prowess will always win the day in our book. And if your career has taken you to some spectacular (or spectacularly strange) places? We love a good story.

At Literati, we value the power of reading for all: anyone who dreams, anyone who wonders, anyone of any age, from any background. We are dedicated to cultivating and preserving a culture of inclusion and connectedness that sees, reflects, welcomes, and celebrates the innovation and talent of a diverse array of people.