Customer Happiness Manager

October 2

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Logo of Reedsy

Reedsy

self-publishing β€’ publishing β€’ writing β€’ book editing β€’ book marketing

11 - 50 employees

Founded 2014

πŸͺ Marketplace

πŸ“š Education

πŸ‘₯ B2C

πŸ’° Grant on 2016-07

Description

β€’ South East Asia-based candidates only β€’ About Reedsy β€’ We’re here to give authors the tools and resources they need to create beautiful books. β€’ Our marketplace gathers the industry's best publishing professionals β€” the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer. β€’ 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 πŸ† β€’ Your role is to offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimize conversion. β€’ You will be part of a team of 8. Your role will involve: β€’ Offering support to Reedsy users; β€’ Reviewing projects submitted on the platform; β€’ Building customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them; β€’ Maintaining and update our FAQ based on user feedback and questions; β€’ Suggesting product features based on user feedback; and β€’ Contributing to maintaining a high NPS (currently at 86!).

Requirements

β€’ Customer support experience (Intercom, Crisp, Zendesk, etc.) β€’ Experience automating support processes β€’ Great understanding of on-boarding and conversion rate optimization (CRO) techniques β€’ Entrepreneurial minded β€’ Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling β€’ Native-level English speaker β€’ Availability to work every other weekend β€’ Previous experience working for a marketplace and/or in a creative industry β€’ Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds. β€’ A good dose of ambition, a willingness to learn, and a great sense of humor

Benefits

β€’ Work from home; β€’ Paid paternal and maternal leave; β€’ Reedski, our annual ski trip.

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