Customer Support Manager
Own client support at HMD Publishing: every message on email, live chat, Fiverr and Upwork answered fast, well and in the right voice. Remote, with flexible rotating shifts.
- Department
- Support
- Commitment
- Full-time
- Location
- Remote — worldwide (rotating shifts)
- Pay
- Based on experience. Put your expected annual salary in GBP on the form; applications without one will not be considered.
We are looking for the person who makes sure no client is ever left waiting.
HMD Publishing is a UK publishing services company that has taken more than 10,000 books to market for authors in 47 countries. Authors reach us through our website, live chat, email, Fiverr and Upwork, often while they are nervous about a book they have spent years writing. How fast and how well we answer them decides whether they stay with us.
You will own that. You will run client support day to day: answer and route messages, keep every conversation moving, make sure files, revisions and status updates reach the right person, and step in when a client is unhappy. You will also improve how support works: better templates and answers, cleaner handovers between shifts, and fewer questions that need asking twice. As the support team grows, you will help train the people who join it.
The role is remote and full-time. Your hours need to be flexible: our clients are mostly in the UK and the US, and we rotate shifts to cover both, so your working hours will change on a rota. We always give notice before a change.
To apply, upload your CV and enter your expected annual salary in GBP. In the "Why do you want to join" box, start with the word Compass, then tell us about a time a client was upset with a service you supported and what you did to fix it.
What you'll do
- Own client communication across email, website live chat, Fiverr and Upwork, so no message sits unanswered during your shift
- Answer questions about our services (editing, book formatting, cover design, publishing and Amazon Ads) clearly and accurately
- Keep projects moving: confirm orders, chase files, log revision requests and give clients honest status updates
- Handle unhappy clients and escalations calmly, own the outcome and fix the cause, not just the message
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- Pass work to our production teams through Asana with clear notes, so nothing is lost between people or shifts
- Write and maintain reply templates, FAQs and shift handover notes
- Track response times and client satisfaction, and report weekly on what is going well and what is not
- Help train new support team members as the team grows
What we're looking for
- 3+ years in customer support or client services, including at least 1 year owning a support inbox or leading others
- Excellent written English: warm, clear and professional, with no awkward phrasing
- Experience supporting clients on Fiverr or Upwork, and understanding how reviews and response times affect a seller
- Organised enough to manage many conversations and deadlines at once without anything being forgotten
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- Comfortable with tools such as Asana, Slack, a CRM and a help desk or shared inbox
- Genuinely flexible hours: able to work rotating shifts that cover UK and US clients
- A reliable remote setup: stable internet, backup power or location, and a quiet place to work
Nice to have
None of these are required. They are the things that would make you stand out.
- Experience in publishing, self-publishing or a creative services agency
- Familiarity with Amazon KDP
- Experience writing support templates, FAQs or a knowledge base
- Experience training or managing support staff
Apply for Customer Support Manager
Takes about ten minutes. You will be asked for a short intro video after you submit.