Customer Support and Community Specialist

At BookFusion, we are passionate about providing the very best reading experience regardless of content type or formats. Our mission is to revolutionize the way we read and interact with eBooks, audiobooks and articles by building a platform that allows readers to obtain, organize, read, share and derive value from content regardless of whether they are reading to learn, for work or for pleasure.    Over 400 years since the Gutenberg printing press, reading has still remained just a flat representation of print even in the digital age.

We are building a platform that provides the reading experience of the future but delivered today by adding interactivity, integrating natural language processing & machine learning and cutting edge technologies.    We are seeking a self-starting, ambitious individual for this hybrid role with experience supporting customers and managing communities both online and on the ground.  Summary:    The Customer Support and Community Specialist role is customer-focused. You’ll often be the first point of contact for our users, representing BookFusion with a passion for reading and innovation. This role blends community management, technical support, and real-world engagement.

You’ll foster and grow our digital communities while also providing direct support in Barbados as part of a national digital education initiative.  Community and Customer Support (Global):

·      Oversee and manage our Reddit, Discord, and Zendesk support platforms·      Engage with users on Twitter, Facebook, and other social platforms·      Organize and participate in events to build community and boost brand awareness·      Respond to customer queries and monitor feedback in a timely and professional manner·      Suggest and implement new features to enhance community engagement·      Build relationships with customers, potential customers, industry professionals, and journalists·      Create helpful support content, such as written and video tutorials·      Gather feedback from users and route insights to engineering and the CEO·      Create, manage, and prioritize issues in JIRA from Zendesk, Reddit, Discord, and social channels·      Identify, categorize, and escalate technical or user issues as needed·      Work directly with the CEO and support team to triage feedback and improve the platformOn-the-Ground Support (Barbados):

BookFusion has partnered with the Ministry of Educational Transformation (MEDT), Barbados to launch their Digital Library Platform and pilot digital textbooks in secondary schools. As part of this initiative, you will serve as the primary on-the-ground contact supporting both the Ministry and participating schools. You will:

Visit pilot high schools to support implementation and resolve issues on-siteCollaborate with school IT staff or designated personnel to troubleshoot problemsIdentify systemic or recurring gaps such as internet access, platform navigation, or lack of training materialsCommunicate technical issues to engineering and policy-related or administrative challenges to the business development team to coordinate with MEDTEnsure consistent, high-quality user experiences and contribute to the overall success of the national pilotSkills and Experience: Proven experience as a community manager and customer support specialistExperience launching and growing online communities (e. g.

Discord, Reddit, forums, ambassador programs, newsletters)Familiarity with Zendesk, JIRA, and similar support toolsAbility to track, interpret, and act on community feedback and metricsExcellent written and verbal communication skillsCreative, proactive, and solution-oriented with strong attention to detailAble to manage multiple priorities and communicate clearly across teamsQualities that are important to us:   Must love ALL people. We’re looking for someone who shares a joy and passion for helping others.   You go above and beyond for our customers and will advocate on behalf of the community.

 Fantastic (and active) listener who is skilled at observing user behavior and can notice interesting patterns quickly.  A gifted conversationalist who knows how to pull even the most introverted people out of their shells by tailoring your style, approach, and questions to each unique person you speak with.  Takes initiative and is not afraid to suggest better solutions where possible.  Strong user empathy values.  Tenacious, entrepreneurial attitude, experience working in a dynamic startup environment.  Curious, self-motivated & a self-starter with a ‘can do attitude’. Comfortable working in a fast paced dynamic environment.  Honest and forthcoming.  Bonus Points:

  Passionate about reading and have already identified gaps with the current reading experience Previous experience with starting, nurturing and growing communities Familiarity with the Caribbean education systemKnowledge of the publishing industry  You already use BookFusion Benefits: Work from anywhere (Barbados-based applicants must be able to travel within the island)Supportive, dynamic team environmentOpportunities to learn and grow across disciplinesDevelop a wide range of transferable skillsHelp scale a growing company with global impactTo Apply: Please send the following to jobs@bookfusion. com: Links to any communities you have managedResponses to these 3 questions:

What would a perfect eBook platform look like for you?How do you imagine people will read and interact with content in 2030?What strategy would you propose to grow a global reading community of over 1 million users? Email:  jobs@bookfusion. com