Customer Happiness Manager

October 2, 2024

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Reedsy

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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.

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

11 - 50 employees

Founded 2014

🏪 Marketplace

📚 Education

👥 B2C

💰 Grant on 2016-07

📋 Description

• America-based candidates only • 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 1,000,000 authors and over 3,000 freelancers in just a few short years, while picking up a number of industry awards along the way 🏆 • 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

• 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 • 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.