Customer Success Specialist
The Customer Success Specialist is responsible for providing exceptional service that builds confidence in INaudio's platform.
Description
Who We Are
At INaudio - the world’s audiobook partner - we power retailers, authors, and publishers through a single, seamless platform. We’re the digital backbone that ensures catalogs are managed, delivered, and promoted with precision and purpose. Our success depends on helping retailers bring exceptional audio experiences to their listeners - and you’ll play a central role in making sure they’re informed, supported, and delighted at every step.
About the Role
As a Customer Success Specialist, you’ll be part of the front line that keeps INaudio’s platform running smoothly for our partners. You’ll handle inquiries, troubleshoot issues, and ensure content moves accurately and efficiently between retailers, authors, and publishers.
This role is all about action: responding quickly, solving problems, and providing exceptional service that builds confidence in INaudio’s platform. You’ll collaborate closely with internal teams to resolve issues, improve processes, and keep our partners’ experience consistent and reliable.
What You’ll Do
Support & Empower
- Respond promptly and professionally to partner inquiries via email, chat, and support systems.
- Troubleshoot technical, catalog, and metadata-related issues to ensure accurate delivery across retail platforms.
- Assist with onboarding new retailers, authors, and publishers, providing guidance on setup, delivery, and best practices.
- Monitor upload of content and delivery of content to ensure timely and accurate execution to retail partners.
Collaborate & Communicate
- Escalate complex issues to internal teams while maintaining clear, ongoing communication with partners.
- Coordinate with Content Operations, Product, Engineering, and Marketing to resolve catalog, technical, or promotional matters.
- Contribute updates and solutions to internal knowledge bases, FAQs, and partner documentation.
- Represent the customer perspective by sharing insights from front-line interactions.
Improve & Elevate
- Identify and flag recurring issues, suggesting ways to improve workflows and partner experience.
- Track and report key metrics across ticket resolution, catalog delivery, and customer satisfaction.
- Follow established best-practice systems and use analytics and KPIs to improve response times, ticket handling, and follow-up actions.
- Support continuous improvement by documenting solutions and sharing insights with teammates.
What You’ll Bring
- 1–3 years of experience in customer support, client services, or operations - preferably in SaaS, publishing, or digital media.
- A strong communicator who listens carefully, writes clearly, and enjoys solving problems.
- Experience using CRM and ticketing tools like Front, Zendesk, Freshdesk, or similar.
- Comfort navigating digital systems, metadata, and other workflows.
- Highly organized and detail-oriented, with a calm, professional and creative approach under pressure.
- Team-focused mindset with a genuine desire to help partners succeed.
- Bachelor’s degree, associate degree, or equivalent vocational experience in a related field preferred.
Why You’ll Love Working Here
- Be part of a team that believes great service is the foundation of strong, lasting partnerships.
- See your work directly influence the success of retailers, authors, and publishers around the world.
- Collaborate across teams that value communication, ownership, and doing things the right way.
- Work with purpose, guided by our values: INventive. INvested. INspired. Intentional.
Location: While candidates located in Northern Ohio are preferred, we welcome remote applicants who bring the right skills and passion for audiobooks.