Customer Happiness Manager at Reedsy

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Customer Happiness Manager Reedsy. Reedsy is an award-winning community of over 100,000 book publishing professionals: authors, freelancers and publishing houses.. Our objective is to help publishers create high-quality books by connecting them with the world's best editors, designers, marketers or ghostwriters.. 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!).. Person Specification. 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. Work from home;. Paid paternal and maternal leave;. Reedski, our annual ski trip.. Salary range: . $25k $45k