Customer Happiness Manager - Remote

April 9

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Reedsy

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A community of 1,000,000 authors and publishing professionals. We help authors create and market the best indie books 🤓

self-publishing • publishing • writing • book editing • book marketing

11 - 50

💰 Grant on 2016-07

Description

• 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

• 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