Customer Happiness Manager - remote

Reedsy
Posted 9 months ago 25,000.00/USD Annually
Remote co

Customer Happiness Manager –Remote (3+ years exp)

$25k $45k

Remote anywhere

Job Type Full Time

Remote Work Policy: Remote only

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

    Person Specification

    • 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

      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;
        • Reedski, our annual ski trip.

          Salary range:

          $25k $45k