Love Publisher Rocket?
You’ll fit right in.

Join Our Customer Success Team

We’re looking for dedicated people
to help us make Rocket even better!
Is that you?

Position Overview

This position’s primary focus is to provide excellent support experiences for our customers. The goal for this position is to take ownership of customer (and prospective customer) issues and follow problems through to resolution with the intention of increasing satisfaction, loyalty, and retention.

The Customer Success Geek is an advocate on behalf of Publisher Rocket to our audience by representing the business on a very personal level.

The position is also an advocate on behalf of our customers, monitoring conversations and providing feedback to our company so that we ensure that every decision we make supports our community in the best way. This position reports directly to the COO of Publisher Rocket while also working closely with other members of the support team.
 
This is a part-time position (10-15 hours per week) and is 100% work from home. The Customer Success Geek will be responsible for answering support tickets in Slack at scheduled times everyday and throughout the completion of that ticket. If you complete the application make sure to type “Go get ’em Rocket” in response to the last question.


Scheduled hours (All times listed are in Central):

Monday through Friday – 2pm and 6pm – answer all support tickets

Sunday two scheduled checks (times are flexible) but will be responsible for all the day’s support tickets
Every other Monday – 11am – Support Team meeting

Every Thursday – 9:30am – All Team meeting

Duties and Responsibilities

You’ll be responsible for…

  • Working closely with the Customer Success Team

  • Monitoring support tickets via Slack, (our customer support portal) to promptly assist, solve, or support the customer through a question or problem

  • Fully resolve customer support tickets and escalate any recurring issues to the appropriate team member

  • Serve as the customer’s cheerleader and share customer “wins” with the team

  • Creating solutions and new ideas for issues and broken processes based on customer feedback

  • Thorough understanding of Publisher Rocket so that you can offer insightful, valuable, relevant support.

  • Stay up-to-date on new Kindlepreneur articles related to Publisher Rocket

Skills and Abilities

The ideal candidate possesses the following strengths and skills:

  • Experience as an author or self-publisher

  • Experience with Publisher Rocket – major bonus points for this one!

  • Impeccable grammar (written and verbal) – our standards are sky high!

  • Excellent communication skills.

  • Excellent problem-solving skills – ability to think quickly and critically

  • Passionate about helping others – we lead our community with compassion!

  • Coachable – must be able to take direction and welcome direct and honest feedback in the moment!

  • Collaborative – must work well within a virtual team!

  • Resourceful – use ALL available resources to complete a task with minimal questions!

  • Quick learner – the Customer Success Geek must be able to pick up things fast and run with it!

  • Flexibility – we move FAST. Things change, we adapt, we propel ourselves forward! 

Pay Range (Dependant on qualifications)

Monthly – $500-$900

Want to learn a little bit more about us? Keep reading!

About Us

What we do…

Publisher Rocket is a software that helps authors get their books in front of more readers through keywords, categories, and Amazon ad campaigns, so they can spend less time marketing and more time writing.

Get to know Dave

You might know Dave Chesson from Kindlepreneur, or from the courses he offers to help authors utilize marketing strategies to grow their book sales. To learn more about our fearless leader, check out the details here .

Our Values

We have a fun-loving culture and a dedicated team that is committed to excellence. We always find the upside to any situation and maintain the strength and flexibility to change course as our business evolves.

  • Since we are a small team, we jump in where needed and are not afraid to get our hands dirty in the details.
  • We do whatever it takes to do the best we can in our specific roles
  • We believe that compassion and kindness is exactly what everyone needs to keep moving forward.
  • We are willing to make mistakes, learn from them quickly and continue to grow.
  • We put down our defenses, take a moment to process, take the feedback and run with it.

The Details

If you’re an author, self-publisher, or just a total people person, and you love working with a team that’s trying to make a difference in the author world, this might just be the opportunity you’ve been looking for.

1603 Capitol Ave.
Suite 310 A174
Cheyenne, WY 82001

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