Libro.fm

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

General working hours for this position are Monday through Friday, 9:00 AM – 5:00 PM Pacific Time. This position is fully remote and will report to the Support Team Lead.

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
• Building and maintaining strong product and technical knowledge to confidently troubleshoot issues and support customers and partners as our platform evolves
• 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

Requirements

• Excellent written and verbal communication skills
• Comfort and aptitude 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

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

To apply, please fill out the form linked below by the end of the day Sunday, March 22, 2026.

Libro.fm shares profits from your audiobook purchases with your chosen bookstore, giving you the power to keep money within your local economy. We’re proud to be a Social Purpose Corporation, Certified B Corp, and 100% employee-owned. Our team is passionate about books, local communities, and the vital role that independent bookstores play in communities around the world.