Finance Customer Support Specialist

Job 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, guided by craft, and built around the author.

Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. The tools we’re developing streamline editing, design, translation, production, and distribution, making a complex process simple, scalable, and author-first.

Our mission is to make professional publishing possible for everyone, so no great story goes unheard. But what we’re really building is bigger: a platform that transforms how books are made, shared, and experienced globally.

We’re growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers 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? Apply now.

Job Overview:

We are looking for a proactive and understanding person to join our team as a Finance Customer Support Specialist. This role is ideal for someone who is comfortable managing payment records and tracking tools. We're looking for someone who thrives on helping people and communicates clearly and effectively. The position involves handling both outbound and incoming calls, following up on payment commitments, and owning 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 over every open case.

Key Responsibilities:

• Contact authors with outstanding payments via phone, email and SMS, and help them process their payments.
• Assist authors with account verifications and royalty withdrawal processes, ensuring a smooth and clear experience at every step
• Listen actively, understand each author's situation, and help find a 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 daily
• 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.
• Comfortable and confident on the phone; you don't avoid difficult conversations
• 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 collections, accounts receivable, customer support, or a similar role is a plus
• Familiarity with tools like 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