Customer Support Executive

BookLeaf Publishing

Position Title: Customer Support Executive Location: E2 Plot No. 4, Jhandewalan Extension, Near Metro Station Gate No. 2, New Delhi – 110055 Job Type: Full-time About BookLeaf Publishing At BookLeaf Publishing, we are revolutionizing the self-publishing experience for authors across India and globally. We publish over 1,200 books every month and have a catalog of 22,000+ titles. Our innovative approach to publishing was featured on Shark Tank India Season 4, showcasing our scalable and impactful business model. We are a fast-growing, process-driven company that believes in ownership, accountability, and continuous improvement. Job Overview We are looking for a proactive and empathetic Customer Support Executive to serve as the primary point of contact for our authors. The ideal candidate should be solution-oriented, patient, and passionate about delivering an exceptional customer experience. Key Responsibilities1. Author Communication Handle author queries via email, phone calls, and chat in a professional and timely manner. Provide accurate information regarding publishing packages, timelines, and services. Maintain a polite, calm, and solution-driven approach in all interactions. 2. Issue Resolution Address and resolve author concerns efficiently. Coordinate with internal teams (design, editing, operations, tech) to ensure quick resolution of issues. Escalate complex cases to senior management when necessary. 3. Process Coordination Ensure smooth onboarding of new authors. Track project progress and proactively update authors on timelines. Maintain detailed records of communication and status updates in CRM systems. 4. Relationship Management Build strong relationships with authors to enhance satisfaction and retention. Gather feedback and share insights with management for process improvements. 5. Documentation & Reporting Maintain daily reports of queries handled and issues resolved. Ensure all communication is properly documented for internal tracking. Required Skills & Qualifications Bachelor’s degree in any discipline. 0–3 years of experience in customer support / client servicing (Publishing industry experience is a plus). Excellent verbal and written communication skills (English & Hindi preferred). Strong problem-solving and conflict-resolution skills. Basic understanding of CRM tools and Google Workspace. Ability to work in a fast-paced environment with deadlines. Key Competencies Empathy & Patience Strong Communication Skills Accountability & Ownership Attention to Detail Team Collaboration Job Type: Full-time Pay: ₹15,000.00 - ₹35,000.00 per month Benefits: Leave encashment Paid sick time Work Location: In person