Customer Happiness Manager

October 2

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Reedsy

WebsiteLinkedInAll Job Openings

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

11 - 50

💰 Grant on 2016-07

Description

• South East Asia-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 🏆 • 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.