JOB TITLE: SENIOR CUSTOMER SUPPORT ADVISER

Type: Permanent, full-time, preferably over evenings and weekends. We welcome applications from those seeking flexible and compressed hours or other flexible working arrangements. Let’s discuss what works for you.
Company: ProWritingAid
Location: Remote. Candidates must be located in the United Kingdom or Europe.

ABOUT US

ProWritingAid helps creative writers craft, polish, and elevate their writing. We are a bootstrapped, profitable company at the forefront of exploration and innovation within the creative writing space. Our team is 100% remote and located mainly in the UK and Europe.
Our goal is to become the must-have product for creative writers. With a rapidly growing user base and exciting plans, we’re on the right path.

SKILLS WE’RE LOOKING FOR

We understand that not everyone will check every box, and we encourage applications from those eager to learn and grow.
Must-Have Skills:
Strong level of English (native or equivalent)
Excellent written communication skills
Good understanding of writing platforms and editing software
Previous customer service, product support, or help desk experience working in a collaborative team environment
Demonstrates understanding of common customer service tools and processes
Strong critical thinking, problem-solving skills, and attention to detail
Proactivity and self-direction
Empathy, patience, and compassion when dealing with problems and complaints
Exceptional time management skills and the ability to respond to inquiries quickly and effectively
Excellent written communication skills
Excellent documentation skills, including FAQs, guides, and troubleshooting resources
Nice-to-Have Skills:
Experience working in product-driven or SaaS companies
Demonstrates ability to analyze customer feedback and generate insights and recommendations
Ability to analyze and identify improvements in business processes and service systems
Experience in workforce management, scheduling, and forecasting
Experience developing customer education resources such as tutorials, how-to guides, and webinars

THE ROLE

We are looking for a Senior Customer Support Adviser to join our Customer Experience team and help us provide assistance, guidance, and support to customers, addressing their inquiries, resolving issues, and ensuring a positive customer experience.
You’ll work closely with our product and marketing teams and other company stakeholders, advocating for our customers and helping them make customer-centric decisions. You’ll work in the evenings and weekends, but you will have enough overlap and opportunities to connect with the rest of the CX team.
The ideal candidate has experience or strong interest in one or more of these areas: customer insights and analytics, customer education, or customer support operations.
This role is perfect for someone who is looking to advance their career in Customer Experience and who is looking for flexible working hours.

WHAT YOU’LL DO

Provide empathetic, patient, and timely support to customers through email and community forums.
Troubleshoot and investigate technical and nontechnical customer issues.
Maintain a high standard of written communication, ensuring responses are clear, concise, and aligned with our brand’s tone and voice.
Act as the first point of contact for customer inquiries, escalating complex issues to relevant teams when necessary.
Contribute to and maintain comprehensive internal and external documentation.
Stay up to date with product changes and updates to ensure support provided and documentation are accurate and relevant.
Analyze customer interactions and feedback to identify common issues, improvement areas, and trends.
Generate insights and recommendations to consistently improve customer experience and support processes.
Collaborate with product and engineering teams to report recurring issues and propose solutions.
Identify opportunities to improve customer service tools, processes, and workflows.
Work collaboratively with team members to share insights, best practices, and feedback to continuously improve support quality.