Customer Experience Specialist; CXS Customer Experience; CX); m/f/d
Listed on 2026-10-16
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Customer Service/HelpDesk
Technical Support, HelpDesk/Support, Customer Service Rep, Customer Success Management
Customer Experience Specialist (CXS) - Customer Experience (CX) (m/f/d)
Full-time | Remote (US)
- Strong preference for candidates in the Austin, TX area for time-zone alignment and occasional in-person collaboration
Bookwire has been one of the world's leading digital publishing technology companies for more than 15 years. With our technology platform "Bookwire OS" ("The Operating System for Digital Publishing"), we provide our customers with comprehensive support in the distribution and marketing of their digital content such as e-books, audio books and podcasts. As a full-service partner, we offer our customers from the publishing and media industry the entire digital business process, from the creation of digital formats to digital delivery and marketing to analysis and billing.
Our team is growing and now comprises over 170 employees spread across locations in Germany, the UK, France, Spain, Italy, Brazil and the US. We would now like to expand our team in the United States of America.
The exciting combination of publishing and digital, of innovation and love for content, of people and technology.
We are growing continuously and have big plans for the future - with us, you can make a difference!
The roleAs a CXS, you will support newly onboarded and long-term publishing clients, helping ensure a positive experience with the Bookwire OS platform as our US business continues to grow. You will manage customer communication through Jira Service Desk during support hours of 9:00 a.m. to 5:00 p.m. Central Time, handling inquiries ranging from basic questions to complex issues.
The CXS team supports a diverse portfolio of publisher accounts, serving clients ranging from standard to enterprise. The role combines customer support, platform troubleshooting, problem-solving, and CX improvement, with opportunities to identify customer needs and collaborate with internal stakeholders and global teams.
Your responsibilities You will be responsible for:You have experience in the book and digital publishing industry and in customer support. You enjoy CX work and view the customer relationship as a partnership rather than a transaction.
You are comfortable working with technology, navigating change, and solving complex problems. You understand customer needs, communicate effectively, and work collaboratively with global teams across different time zones.
As a member of the CXS team, you will serve as a customer advocate and contribute to a consistent, positive customer experience. This is a remote…
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