Client Services & Support Coordinator
Join HMD Publishing remotely from anywhere on a 40-hour-per-week contract and help keep client communication, support, and publishing coordination running smoothly through UK-hours training and later rota-based coverage.
- Department
- Support
- Commitment
- Contract
- Location
- Remote — International (training on 9:00 AM - 5:00 PM UK time, then rota-based shifts)
- Pay
- Hourly contract rate equivalent to USD 5,000 - USD 8,000 per year at 40 hours per week, invoiced monthly
We're looking for a proactive Client Services & Support Coordinator to join HMD Publishing as part of our international remote team. You'll help authors feel supported, informed, and looked after from the moment they start working with us, while also keeping internal coordination tight across production and support workflows.
This role sits close to the front line of the client experience. You'll work directly with our Head of Customer Support and the wider team to keep communication clear, follow-through reliable, and client issues moving toward resolution without unnecessary delays.
This is a remote contract role open internationally, expected to cover 40 working hours per week. Training and onboarding will take place during 9:00 AM - 5:00 PM UK time so you can work closely with our core team at the start. After training, this role will move onto a scheduled rota, which means your assigned shift may change based on team coverage needs. We're therefore looking for someone who is genuinely flexible with working hours and comfortable following a timetable set by the support team.
The contract value is equivalent to USD 5,000 - USD 8,000 per year at 40 hours per week. Payments are invoiced monthly, while the contract itself is calculated on an hourly basis.
What you'll do
- Manage client communication across email, support channels, and marketplace platforms with fast, professional follow-through
- Work closely with the Head of Customer Support to maintain strong response quality, consistent tone, and reliable service standards
- Coordinate client requests and project updates with our formatting, design, editing, publishing, and operations teams
- Keep authors informed on timelines, next steps, and progress throughout their publishing journey
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- Handle client concerns and escalations calmly, professionally, and with clear ownership
- Maintain accurate notes and task tracking in Asana and other internal systems so handoffs stay clean
- Spot recurring friction points in the support journey and suggest practical workflow improvements
- Complete training and onboarding during 9:00 AM - 5:00 PM UK working hours
- Provide dependable support coverage on assigned rota shifts once training is complete
What we're looking for
- 1-3 years of experience in customer support, client services, account coordination, or project coordination
- Strong written and verbal English communication skills with a professional, client-facing tone
- Excellent organisational skills and the ability to manage multiple conversations, tasks, and deadlines at once
- Comfort working in remote teams with clear ownership and minimal hand-holding
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- Experience using project management or support tools such as Asana, Trello, HubSpot, Zendesk, or similar systems
- A calm, solutions-oriented approach when handling client issues or urgent follow-up
- Reliable internet, a dependable remote working setup, and strong day-to-day responsiveness
- Availability to work 40 hours per week on a contract basis
- Availability to complete training during 9:00 AM - 5:00 PM UK time
- Flexibility to work assigned rota-based shifts after training, depending on team coverage needs
Nice to have
None of these are required. They are the things that would make you stand out.
- Experience in publishing, author services, digital agencies, or other service-led businesses
- Familiarity with self-publishing platforms such as Amazon KDP or IngramSpark
- Experience supporting clients across Fiverr, Upwork, or similar marketplaces
- Experience working directly with a distributed international team