Customer Happiness Manager - Remote Anywhere

The role

You will offer support to authors and creative publishing professionals and optimize conversion. You will be part of a team of 8.

What you will do

• Offering support to Reedsy users
• Reviewing projects submitted on the platform
• Building customer funnels to reactivate users and introduce Reedsy's features
• Maintaining and update our FAQ based on user feedback and questions
• Suggesting product features based on user feedback
• Contributing to maintaining a high NPS

Required qualifications

• 5+ years of customer support experience (Intercom, Crisp, Zendesk, etc.)
• Experience automating support processes
• Great understanding of on-boarding and conversion rate optimization (CRO) techniques
• Entrepreneurial minded
• Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling
• Native-level English speaker
• Availability to work every other weekend

Nice to have

• Previous experience working for a marketplace and/or in a creative industry
• Fluent in multiple languages
• A good dose of ambition, a willingness to learn, and a great sense of humor

Benefits

• Work from home
• Paid paternal and maternal leave
• Annual team retreat

About the company

Reedsy is a marketplace that gathers the industry's best publishing professionals to give authors the tools and resources they need to create beautiful books. They have grown to a community of 5,000,000 authors.