Customer Happiness Manager - Remote Europe

Reedsy; Remote; GBP 18,000 - 35,000; Full time

Job summary

A leading publishing platform in the United Kingdom is seeking a Customer Support Specialist to enhance user experience and optimize conversion. You will support authors and creative professionals while maintaining a high standard of service. The ideal candidate has over 5 years of experience in customer support and is fluent in English. This position offers the flexibility of remote work and other benefits including paid parental leave and annual retreats.

Benefits

Work from home

Paid parental leave

Annual team retreat

Qualifications

• 5+ years of customer support experience.
• Experience automating support processes.
• Strong understanding of on-boarding and CRO techniques.

Responsibilities

• Offer support to Reedsy users.
• Review projects submitted on the platform.
• Build customer funnels to reactivate users.

Skills

Customer support experience

Knowledge of Intercom, Crisp, Zendesk

On-boarding techniques

Conversion rate optimization

Strong writing skills

Native-level English

Availability to work weekends

Job description

Europe-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 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