Reedsy is hiring a
Customer Happiness Manager

Summary

The job is for a Customer Support role at Reedsy, a platform that connects authors with publishing professionals. The role involves offering support to users, reviewing projects, building customer funnels, maintaining and updating the FAQ, suggesting product features, and contributing to maintaining a high NPS. The person specification includes customer support experience, experience automating support processes, understanding of on-boarding and conversion rate optimization techniques, entrepreneurial mindedness, strong writing skills, native-level English speaking ability, and bonus points for previous experience in a marketplace or creative industry and fluency in multiple languages.

Requirements

• 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

Responsibilities

• Offering support to Reedsy users
• Reviewing projects submitted on the platform
• Building customer funnels (design emails and in-app messages)
• Maintaining and update our FAQ based on user feedback and questions
• Suggesting product features based on user feedback
• Contributing to maintaining a high NPS (currently at 86!)

Preferred Qualifications

• Previous experience working for a marketplace and/or in a creative industry
• Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds

Benefits

• Work from home
• Paid paternal and maternal leave
• Reedski, our annual ski trip