Customer Happiness Manager - Remote Anywhere

Job description

**About Reedsy** We’re here to give authors the tools and resources they need to create beautiful books. Our marketplace gathers the industry's best publishing professionals — the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer. We’ve grown to a community of 5,000,000 authors, and transformed the way people write and publish their book. Want to hop on board and help us get to our next destination? Cool, keep reading! **Job Description** Your role is to offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimize conversion. You will be part of a team of 8. Your role will involve: - Offering support to Reedsy users; - Reviewing projects submitted on the platform; - Building customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them; - Maintaining and update our FAQ based on user feedback and questions; - Suggesting product features based on user feedback; and - Contributing to maintaining a high NPS (currently at 86!). ## **Requirements** - 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. Bonus Points - Previous experience working for a marketplace and/or in a creative industry - Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds. - 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 **Salary range:** $25k – $45k