Libro.fm

We are currently looking for a Support Specialist in the U.S. who is passionate about books to join our team. To apply, please fill out this form by the end of the day Friday, April 25th, 2025.

Note: To be eligible for employment, applicants must reside in the U.S.

General Job Description:

As we expand our offerings and partnerships internationally, we are thrilled to add an additional Support Specialist to the team. 

General working hours for this position are Tuesday through Saturday, 9:30 AM - 5:30 PM Pacific Time. This position is fully remote and will report to the Senior Director of Customer Experience.

In this role, you will manage email inquiries through our support ticketing system (Freshdesk) and provide timely resolutions to customer issues. You will assist in onboarding new bookshop partners and enhancing our self-service resources across various formats. Additionally, you will oversee day-to-day operational processes, working proactively to ensure that our customers have an exceptional experience with Libro.fm.

Duties and Responsibilities:

• Answering 50+ support tickets each day in a timely, professional manner that maintains our standard of world-class customer care

• Resolving customer and partner issues through self-directed problem-solving, communication with appropriate team members, and mastery of systems/platforms 

• Logging feature requests, customer feedback, and issues as part of our Voice of the Customer Program

• Onboarding of new partner bookshops

• Contributing to self-service resources in our Help Center

• Assisting with strategic and operational projects as needed

Knowledge and Experience:

• 1+ years experience in customer support or customer-facing roles

• Familiarity with Freshdesk, Zendesk, or other customer support platforms

• Experience working directly with external business partners

• Startup, publishing, or book-industry experience is a plus, though not required 

Skills and Abilities:

• Required:

• Excellent written and verbal communication skills (French and English)

• Comfort with technology-based troubleshooting 

• Proactive and patient approach to resolving issues for customers and business partners

• Ability to recognize and surface patterns in customer and partner feedback so that we can continuously improve the Libro.fm experience

• Problem solver that can comfortably work collaboratively and independently

• Ability to thrive in a fast-paced and evolving environment

• Nice to Have:

• Demonstrable success navigating cross-functional projects 

• Familiarity with internal collaboration tools, including Slack, Google Suite, and Asana 

Note: If you don’t meet 100% of these requirements but think you’d be a good fit, please don’t hesitate to apply!

Benefits:

• Unlimited vacation 

• Health, dental, and vision benefits

• 401k plan with company match

• 16 weeks paid parental leave

• 7-week sabbatical leave every 5 years

• Annual office supply reimbursement

• Annual continuing education budget

• Flexible work schedule

• Fully remote

• Salary: $45K-55K

Libro.fm makes it possible for readers to buy audiobooks from their local, independent bookstore of choice. As a Social Purpose Corporation, we’re committed to doing all we can to get more people reading. Our team is passionate about books, local communities, and the vital role that independent bookstores play in communities around the world. You can learn more about us in our Annual Report, meet our team, and read our story.