Sales Support Specialist

Description

Spines: #1 Fastest-Growing Book Publishing Platform in the U.S.

At Spines, we're rebuilding publishing for a new era: powered by technology and built around the author.

Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format and in multiple languages. The tools we're developing make a complex process simple, scalable, and author-first.

Our mission is to make professional publishing possible for everyone, so no great story goes unheard.

We're growing a team of people who want to shape the future of publishing, driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere.

Ready to build what comes next and rewrite the future for creators around the world? Apply now.

Job Overview:

We are looking for a proactive, empathetic, and results-driven Sales Support Specialist to join our team. This role is ideal for someone who enjoys helping people while also feeling comfortable having payment conversations and guiding customers toward a positive outcome.

Success in this position requires someone who is naturally persuasive without being pushy. You'll spend a significant portion of your day speaking with authors, understanding their situations, overcoming objections when appropriate, and helping them complete outstanding payments. While this is not a traditional sales role, many of the same skills apply: active listening, confidence on the phone, relationship building, and the ability to guide conversations toward a successful resolution.

You'll handle both outbound and incoming calls, follow up on payment commitments, and own a personal caseload of author accounts in active billing stages. Strong organizational skills are essential-you'll be tracking promises, dates, and next steps across multiple cases simultaneously, with full accountability for every open case.

Key Responsibilities:

• 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-nothing falls through the cracks.
• 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.

Requirements

• 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. Since this role demands strong English communication skills, CVs submitted in Spanish or any other language will not be considered.
• 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.

Nice to have

• 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.

Benefits

• 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.