Carolina NeuroSurgery & Spine Associates

• 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

• Conceptualize, design, and bring to life captivating book covers and illustrations as per the guidelines provided by our production managers and authors. • Collaborate directly with authors and production managers to ensure your designs align seamlessly with the authors' visions and expectations. • Create visually compelling illustrations with AI tools that meet Spines.com's stringent quality standards. • Thrive in a fast-paced environment, delivering exceptional work while adhering to tight deadlines. • Adapt your artistic style to cater to a diverse range of genres and project demands.

• Provide exceptional customer support via phone, email, and chat • Handle a high volume of calls and messages in a timely and professional manner • Manage and resolve cases in Salesforce, ensuring accurate tracking and follow-ups • Act as the primary point of contact for customers post-publication (e.g., royalties, copies, general inquiries) • Maintain clear and effective communication with customers and internal teams • Collaborate across teams to resolve issues and improve processes • Multitask across different tools and platforms while staying organized

- Write high-quality content, including blog articles, landing pages, and email copy - Create content designed to rank on Google and AI-driven search platforms - Conduct research to ensure content accuracy and depth - Collaborate on content topics aligned with SEO and growth opportunities - Optimize and update existing content based on performance data

• Author Journey Management: Guide authors through our coaching program, from onboarding to the completion of their manuscript. This includes setting expectations, managing milestones, and ensuring a seamless experience. • Process Optimization: Continuously refine and adapt our multi-stage coaching process to accommodate various author needs and project types. • Resource Development: Collaborate with the team to develop and enhance templates, guidelines, and other resources used throughout the coaching program. • Quality Assurance & Oversight: Monitor program progress, identify potential roadblocks, and ensure high-quality coaching delivery. • Internal Collaboration: Work closely with product, editorial, and other internal teams to align on program goals and integrate feedback. • Communication Hub: Serve as the central point of contact for authors regarding their coaching journey, providing clear and encouraging communication.

• Design efficient, user-centered interfaces for Spines.com’s SaaS products, from concept to final UI (desktop-first). • Translate product requirements, user needs, and business goals into clear, intuitive design solutions. • Create wireframes, user flows, high-fidelity mockups, and interactive prototypes in Figma. • Collaborate closely with Product Managers and developers to ensure seamless implementation. • Leverage AI-assisted design tools (e.g., Figma Make) to improve speed, consistency, and design quality. • Build, maintain and evolve design systems to ensure scalability, usability, and visual consistency across the platform. • Iterate quickly based on feedback, usability insights, and data.

• Act as a primary point of contact for clients in the post-production phase of a customer’s journey. • Review completed marketing assets (ads, copy, visuals, PPC setups) before delivery. • Spot issues, inconsistencies, or missed opportunities and be the stakeholder to push improvements. • Coordinate revisions with internal teams to ensure high-quality final results. • Follow clear processes while staying alert to where improvements can be made. • Support PPC-related deliverables by checking structure, messaging, and alignment with clients’ goals. • Make light creative edits using Canva or Photoshop when needed. • Clearly document feedback, changes, and outcomes to keep everything moving smoothly. • Ensure clients receive exactly what they paid for and ideally, more.

- Handle and process cardholder disputes, including authorised and unauthorised transactions. - Conduct detailed investigations using internal systems, CRM tools, and external partners. - Validate data accuracy and ensure all documentation meets compliance and card network standards. - Prepare and submit timely, accurate responses to card networks within SLA and regulatory timelines. - Oversee card authorisation processes, including transaction approvals, declines, and reviews. - Support internal teams and clients with dispute outcomes, escalations, and authorisation-related questions. - Maintain up-to-date knowledge of Visa and Mastercard rules, dispute categories, and operational procedures. - Assist with finance operations tasks, reporting, and reconciliation processes. - Collaborate closely with operations, finance, support, and leadership teams to ensure smooth execution. - Contribute to continuous improvement initiatives in dispute resolution, authorisation workflows, and reporting accuracy.