Finance Customer 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 Finance Customer 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.