Sudowrite Customer Support

Sudowrite Customer Support | PH

Sudowrite is a fully-remote AI software company. We make a writing tool that helps thousands of authors write novels, screenplays, and more. Authors of all stripes–from New York Times best-sellers, to self-published writers with large followings, to first-time authors–use Sudowrite to help write better novels.

We believe everyone has a great story inside of them, and we want to make it easier for them to tell it! We’ve been featured in The New Yorker, The New York Times, Wired, Washington Post, The Verge, and many more.

Job Description

We’re looking for a friendly novelist or writer who’s interested in helping other authors write better stories using Sudowrite. That means you’ll help them when things go wrong, help them learn the app, and occasionally even act as a writing coach. You’ll also help troubleshoot billing, account, and other issues.

As you help our writers, we’ll also want you to…
1. Triage issues and identify patterns — Is something broken or unclear?
2. Investigate and verify root causes — Why is this happening, and how do we fix it?
3. Provide solutions — Flag workarounds to the user, and potential improvements to the Sudowrite team.
4. …and do it all with good humor and a sense of play — Life is too short not to have some fun!

We don’t expect you to be able to perform all of these right away, but we are looking for someone eager to grow to be able to do all of these and more.

Specific Responsibilities

Respond to and resolve customer support tickets
- Provide clear, concise and friendly responses that demonstrate your high EQ
- Show authors how to solve writing problems in a variety of genres by using Sudowrite
- Record videos, take screenshots, and create images to educate customers
- Address billing concerns, including refunds, discounts, etc.
- Manage account concerns, including upgrades/downgrades, pauses, trial extensions, etc.
- Technical troubleshooting, including identifying and suggesting workarounds for bugs
- Be available for user support via live chat (in our ---------- server and beyond)
- Potential for 1:1 Zoom education sessions, or scheduled support calls
- Escalate urgent issues to the team
- Establish patterns and report on them
- Follow up with customers for clarification
- File clear, detailed tickets of issues to the team

**Required Skills & Experience**

- **English language mastery** — Our customers are authors, so it’s critical that your English skills are impeccable. We prefer clear, concise communication, and comprehension is paramount.
- **Product mastery** — You may not be a Sudowrite expert on day 1, but an appetite to learn and good product intuition is important.
- **Customer service experience** — Strong preference for candidates with existing customer service experience, including troubleshooting and customer correspondence.
- **Demonstrated history of dedication to writing.** Can you briefly describe two things you’ve learned about writing that you didn’t know when you started? **Share the answer in your application!**
- The best candidates will have **written a novel** and will be able to answer writing-related questions from authors!
- **Nice to have, but not required** — English or Creative Writing degree.

**Soft Skills**

- Fast and willing learner
- Very high attention to detail
- High EQ and puts people at ease
- Funny, playful, makes people feel good
- Tech-savvy
- Ambitious and curious
- Comfortable with rapid pace and change

**Technical Skills**

- We can train you on these tools, but some familiarity with our tool stack would be a bonus: Front, Notion, Linear, Stripe, Loom, Luma, ---------- , Slack, ---------- , Airtable, Google Docs, Google Sheets.

**Work Schedule**

- Full-time schedule (40 hours / week)
- Weekend coverage
- Friday through Tuesday, or
- Wednesday through Sunday
- Tentative schedule rotations
- US hours, 9a - 5p (ET or PT) preferred
- *Please note: During your training (first 3-4 weeks), you may be required to be online from 9am-6pm Pacific Standard Time*

Salary Range
$1,100 - $1,200 / month (depending on experience level)

Benefits:
Total of 12 paid leaves in a year (6 vacation days, 6 sick days)
13th month

To apply, email us at ---------- with the exact subject line:

**Sudowrite Customer Support Application – [Your First and Last Name]**

In your email, please **attach your résumé/CV (PDF) and then copy and paste the below into the email body and complete**:

## **About You**

First Name :

Last Name :


Email Address:

Contact Number (9xxxxxxxxxx):

**Are you available to work the required hours? Yes/No**

We're looking for 5-day a week coverage that will include weekends, on a US-based schedule.

**Please create a one-minute Loom video self-intro, and include that link here: [insert link]**

We love real conversations! Just be yourself and skip the script. Share some cool facts about yourself—we can't wait to hear them!

## Experiences + Skills

**Q1.** Describe your productivity stack. How do you get in and stay in the flow?

**Q2.** Based on the clues in the job description, what do we use to manage our support inbox (hint: not Zendesk), and what do we use to host our user community?

**Q3.** Sign up for a free Sudowrite trial, write something with the AI, and share a viewable link to that document here:

Your proficiency in spoken and written English — **Excellent / Good / Fair / Poor**

Where you heard about us — Indeed/ >Facebook Community Page/ Onlinejobs.ph/ A friend/ Onlinejobs / LinkedIn/ Email/ Other

Please double-check that your résumé is attached and that your links open for anyone. Thank you for your interest in joining the team at Sudowrite!