Goodreads Expert

(ID 295807)
Amazon Dev Centre South Africa

ZA, Cape Town

Job Description

We are looking for a capable, energetic full-time “Goodreads Expert” to join our fast-growing team. Goodreads Experts are Goodreads power users who support our growing community of more than 20 million members and evangelize our literary, fun brand in public interactions on the site.

The ideal candidate should be passionate about providing a great customer experience and able to deliver consistent “WOW moments” to Goodreads users.

Role and Responsibilities:

· Answer high-level customer inquiries which require advanced technical troubleshooting and/or deep knowledge of the site
· Moderate items flagged for violating our Terms of Service and handle escalated complaints of abuse
· Represent our brand by interacting with users publicly in our official groups
· Provide spot-on book recommendations to users who write in and engage in general book chatter – cement our reputation as the best place to discover books you’ll love
· Work closely with our world-class engineering team to investigate issues and keep the site running smoothly
· Interface with our product management team to prioritize improvements and discuss new features based on customer feedback
· Suggest improvements to our help topics, CRM system, and admin tools


· Completed NQF Level 4 or Equivalent qualification
· Passion for reading and extensive knowledge of literature required – we are a team of avid readers supporting a community of avid readers
· Experience with social networking and technology, including tablet computers and smartphones
· Some technical knowledge required (HTML fluency, familiarity with various browsers, internet terminology, etc.)
· Superior communication, reading comprehension, and writing skills

Preferred Qualifications

· Public relations instincts (experience in PR or similar roles a plus)
· Positive, compassionate attitude and a functioning sense of humor
· Customer care, community-building, book retailing, or book publishing experience preferred
· Bachelor’s Degree or equivalent preferred