Reedsy
Customer Happiness Manager - Remote Anywhere
3mo ago
25000 –45000 USD / yearEuropeSeniorRemoteC2intercomzendeskcrispon-boardingconversion rate optimization
Manage customer support and optimize user conversion for Reedsy's publishing marketplace.
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.
- 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
Conditions
- Work from home;
- Paid paternal and maternal leave;
- Annual team retreat
- $25k – $45k
Other
- We’re here to give authors the tools and resources they need to create beautiful books. Our marketplace gathers the industry's best publishing professionals — the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer.
- We’ve grown to a community of 5,000,000 authors, and transformed the way people write and publish their book. Want to hop on board and help us get to our next destination? Cool, keep reading!
- 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!).