Customer Happiness Manager - Remote Anywhere
At a glance
Manager-level role at Reedsy. Remote, United Kingdom · full-time · $25,000–$45,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Help authors and publishing professionals resolve questions and get support through the platform
- Review projects users submit, then build email and in-app journeys that bring users back and explain features
- Refresh FAQ answers using recurring user questions and feedback as your guide
- Turn user feedback into product suggestions and help sustain a strong NPS
What you bring
- At least five years in customer support, with experience using a support platform such as Intercom, Crisp or Zendesk
- You have automated support workflows and understand onboarding and conversion improvement
- You write accurately with strong grammar, and speak English at a native level
- You can work every other weekend
Who this fits
This remote role suits an experienced support professional who can combine clear writing, process automation and conversion-focused onboarding. It is a manager-titled position on a team of eight, and requires availability every other weekend.
From the employer
About Reedsy
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!
Job 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
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
Benefits
Work from home;
Paid paternal and maternal leave;
Annual team retreat
Salary range:
$25k – $45k
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