Customer Happiness Manager

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October 22

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Reedsy

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Marketplace • Education • B2C

Reedsy is a comprehensive online marketplace connecting authors with the publishing industry's top professionals. It provides a platform for authors to find editors, designers, marketers, ghostwriters, and web designers to assist with various stages of the book production and publishing process. Reedsy also offers educational resources for writers, including publishing courses and webinars, helping authors from idea inception to book promotion. With tools for collaboration, promotion, and writing guidance, Reedsy supports the creation and marketing of books for authors worldwide.

11 - 50 employees

Founded 2014

🏪 Marketplace

📚 Education

👥 B2C

💰 Grant on 2016-07

📋 Description

• Offer support to Reedsy users; • Review projects submitted on the platform; • Build customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them; • Maintain and update our FAQ based on user feedback and questions; • Suggest product features based on user feedback; • Contribute 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. • Previous experience working for a marketplace and/or in a creative industry (Bonus Points) • Fluent in multiple languages (Bonus Points). Reedsy welcomes applicants of all cultures and backgrounds. • A good dose of ambition, a willingness to learn, and a great sense of humor (Bonus Points)

🏖️ Benefits

• Work from home; • Paid paternal and maternal leave; • Annual team retreat