Remote Customer Happiness Manager

Summary

Join Reedsy's team as a Customer Support Specialist to help authors and publishing professionals with their projects, optimize conversion, and contribute to maintaining a high NPS. As part of the team, you will be responsible for offering support to users, reviewing projects, building customer funnels, updating FAQs, suggesting product features, and more.

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
• Availability to work every other weekend

Responsibilities

• 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
• 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