Finance Customer Support Specialist

• Contact authors with outstanding payments via phone, email, and SMS, helping them complete their payments.
• Build rapport with authors, understand their concerns, and confidently guide conversations toward payment resolutions.
• Handle objections professionally and help authors identify payment solutions that work for their circumstances.
• Listen actively, understand each author's situation, and help find the best path to resolution.
• Log commitments and schedule follow-ups with precision.
• Manage a personal pipeline of open cases with full accountability.
• Keep payment records accurate and up to date.
• Escalate cases when needed and document all interactions clearly.
• Handle both outbound and incoming calls, follow up on payment commitments, and own a personal caseload of author accounts in active billing stages.

• Exceptional organizational skills—this is non-negotiable. You'll juggle multiple accounts, dates, and follow-ups every day.
• Advanced written and spoken English proficiency is required.
• Previous experience in sales, collections, account management, customer retention, or another customer-facing role where achieving outcomes through conversation was essential.
• Comfortable and confident on the phone—you don't avoid difficult conversations and know how to keep discussions productive.
• Strong communication and persuasion skills, with the ability to build trust and confidently ask for commitment.
• Strong attention to detail regarding numbers and payment records.
• Empathetic and patient communicator—our authors are creatives, not finance experts.
• Self-driven and proactive—you follow up without being reminded.
• Previous experience in sales, collections, accounts receivable, customer support, or a similar role.
• Experience working with payment plans, renewals, retention, or consultative sales.
• Familiarity with Salesforce, Metorik, WordPress, and ClickUp.
• Ability to thrive in a fast-paced, ever-changing environment where priorities can shift quickly.
• CVs submitted in Spanish or any other language will not be considered.

• Remote work with a flexible schedule.
• A friendly and collaborative international team.
• Opportunities for professional growth and training.
• The chance to make a direct impact on customer satisfaction.
• Be part of a company that helps authors bring their stories to life.