Client Success & Customer Service Rep — AI-Written Editorial Stories

We are an established U.S. luxury media company (20-year publishing brand, Google News publisher). We publish professional profiles and editorial stories about doctors, lawyers, financial advisors, realtors, and designers — high-end clients who expect white-glove service. We're hiring a client success rep who OWNS the client experience from signup to published story — and who produces the stories themselves using AI (Claude) with our proven prompts and templates. Customer service is 60% of this job; AI-assisted writing is 40%. The system for both already exists — you run it. What you'll do: Be the friendly, professional point of contact for our members (doctors, lawyers, advisors) — welcome new signups, walk them through what happens next, answer questions by email FOLLOW UP relentlessly and politely: chase intake questionnaires, chase photo submissions, chase draft approvals — with the patience and polish these clients expect (they're busy; your job is making it easy for them) Write their profiles and stories using Claude with our prompt library (we provide the prompts, formats, and examples — you provide clean editing and accuracy) Fact-check everything: zero invented facts, quotes, or credentials — every detail comes from the client's intake or verifiable sources Track every client's status daily (signup → intake → draft → approval → published) so nobody ever slips through — scaling toward 300 active clients Requirements: Excellent written English and a warm, professional email manner (you'll be writing to surgeons and law-firm partners — tone matters) Proven customer service / client success / account management experience with U.S. clients Real experience using Claude or ChatGPT for production writing — you edit AI output hard and catch its mistakes World-class follow-up discipline — you have a system, and nobody ever falls through the cracks 3–4+ hours daily overlap with U.S. Eastern Time Organized, detail-obsessed, and genuinely likeable in writing