Author Success Specialist

About ScrivyScrivy is the growth desk for self-published authors. We give KDP authors one toolkit to grow their books on Amazon: keyword rank tracking, sales analytics, listing optimization, A+ Content design, category research, and reader review distribution. We're a small, remote-first team headquartered in the Boston area, building for authors who treat their books like a business.The roleYou'll be the person our authors talk to. Self-published authors are emotionally invested in their books, often running a business of one, and frequently new to tools like ours. Great support here isn't ticket-closing; it's helping someone get unstuck on something they care about deeply, in writing, with patience and precision. You'll own the support inbox, guide new authors through their first weeks, keep our help documentation sharp, and act as the voice of the customer inside the company.You'll work directly with the founder and the product team, and what you hear from authors will visibly shape the roadmap.What you'll doOwn the support inbox and respond to authors within one business day, clearly and warmlyGuide new authors through onboarding so they reach their first win quicklyWrite and maintain help docs, tutorials, and walkthroughs as the product evolvesHandle billing and account questions with care and good judgmentSpot recurring friction, document it, and bring it to the product team as concrete, prioritized feedbackBuild lightweight processes (saved replies, escalation paths, FAQs) that keep quality high as volume growsWhat we're looking for2+ years in customer support or customer success for a software productExcellent written communication. Most support here is async and in writing, and tone matters as much as accuracyPatience and genuine empathy for non-technical users working on something personalComfort learning a data-rich product deeply enough to troubleshoot real issues, not just forward themOrganized and self-managing: you keep the queue healthy without anyone watching itNice to haveFamiliarity with self-publishing, KDP, or the author communityExperience writing help-center content or tutorialsBasic comfort with spreadsheets or data for spotting trends in support volumeCompensation & benefits$55,000–$70,000 base salary, depending on experienceHealth, dental, and vision insurance401(k) planFlexible PTO plus company holidays$1,000 home-office setup budgetAn annual book stipend, naturallyHow we workWe're fully remote across the US, with a home base in the Boston area. The team is small, communication is mostly written and async, and there's no layer between you and the founder. Work ships quickly and gets in front of real authors the same week.Equal opportunityScrivy is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.How to applyApply through the form on this page. No cover letter required; a short note about the best support interaction you've ever had, on either side of it, is more useful to us than a formal letter.Originally posted on Himalayas