The Goodreads Experts team supports our growing community of more than 95 million members and evangelizes our fun, energetic, literary brand.
The Goodreads Expert responds to our members via our support channels to solve customer problems and escalate feedback and issues.
They act as the voice of the Goodreads brand, cementing our reputation as the best place to discover books you’ll love.
Role responsibilities :
Answer customer inquiries to solve customer issues and enhance members’ usage of the site
Perform scheduled admin tasks that support our internal operations, such as approving applications for new authors
Work closely with our team to troubleshoot and investigate bugs, and follow up on new and existing customer issues
Suggest and follow up on improvements to our documentation, systems, and tools through individual escalations or existing processes
Collaborate on and contribute to projects or process improvements that improve member experience
Basic Qualifications :
Passion for reading and literature : we are a team of avid readers supporting a community of avid readers
Excellent customer service skills : able to empathize with customers and provide appropriate solutions or workarounds
Collaborative, curious, and detail-oriented approach to problem-solving
Superior English communication, reading comprehension, and writing skills
Basic technical knowledge (familiarity with HTML, browsers, internet terminology, troubleshooting skills)
Preferred Qualifications :
Bachelor's Degree or equivalent
Prior experience in a book publishing or retailing role
Prior experience working with remote teams