Finance Customer Support Specialist

Spines • Stratton, VT

10d • Remote

About The Position

Spines is the #1 Fastest-Growing Book Publishing Platform in the U.S., rebuilding publishing for a new era with technology and an author-centric approach. Their platform combines AI and human expertise to simplify professional publishing across formats and languages, aiming to make professional publishing accessible to everyone. They are seeking individuals passionate about shaping the future of publishing and making an impact for authors and readers.

This role is for a proactive, empathetic, and results-driven Finance Customer Support Specialist. The ideal candidate enjoys helping people, is comfortable discussing payments, and can guide customers to positive outcomes. Success requires being persuasive without being pushy, utilizing skills in active listening, phone confidence, relationship building, and guiding conversations toward resolution. The role involves handling outbound and incoming calls, following up on payment commitments, managing a personal caseload of author accounts in active billing stages, and maintaining meticulous organization to track promises, dates, and next steps across multiple cases.

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 Haves

• 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.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed