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Customer Happiness Manager - Remote Anywhere

Reedsy

Remote · GBFull-time$25–45K/yrPosted 5mo agoStill listed 3w ago

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At a glance

Compensation
$25–45K/yr
Location
Remote · GB
Schedule
Full-time
Work Authorization
Not specified

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Job overview

Reedsy is hiring a Customer Happiness Manager - Remote Anywhere. Reedsy seeks a Customer Happiness Manager to support authors and publishing professionals, review platform projects, build customer funnels, maintain FAQs, suggest product features, and help sustain a high NPS, while working remotely from anywhere.

Key focus areas include Offer support to Reedsy users, Review projects submitted on the platform, and Build customer funnels with emails and in‑app messages.

Successful candidates bring 5+ Years Of Customer Support Experience and Availability To Work Every Other Weekend. Important skills include Intercom, Crisp, Zendesk, Automating Support Processes, On-boarding Techniques, and Conversion Rate Optimization Techniques. Preferred (not required): Working For A Marketplace, Working In A Creative Industry, Fluent In Multiple Languages, and Ambition.

Skills & qualifications

RequiredNice to have

Skills

IntercomCrispZendeskAutomating Support ProcessesOn-Boarding TechniquesConversion Rate Optimization TechniquesEntrepreneurial MindedStrong Writing SkillsPerfect GrammarPerfect SpellingNative-Level English SpeakerWorking for a MarketplaceWorking in a Creative IndustryFluent in Multiple LanguagesAmbitionWillingness to LearnGreat Sense of Humor

Qualifications

5+ Years of Customer Support ExperienceAvailability to Work Every Other Weekend

Benefits

Parental Leave

Full job description

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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