Remote Customer Happiness Manager

Summary

Join Reedsy's team as a Customer Support Specialist to help authors and publishing professionals with their projects and optimize conversion. As part of the team, you will offer support to users, review projects, build customer funnels, maintain FAQs, suggest product features, and contribute to maintaining a high NPS.

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!)

Benefits

• Work from home
• Paid paternal and maternal leave