Customer Happiness Manager

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!).

* 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.

* 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

* #### Job description

* Work from home;

* Paid paternal and maternal leave;

* Annual team retreat

$25k – $45k

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Dianne Fisher

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