Customer Happiness Intern - Remote

Reedsy; United States; Remote; USD 19,000 - 35,000; Full time

Benefits offered by this job

Work from home

Paid paternal and maternal leave

Annual team retreat

Job summary

Reedsy is seeking a customer-support-minded professional to assist authors and publishing professionals. You’ll review user submissions, craft targeted emails and in-app messages, and help reactivate users while highlighting Reedsy’s features.

You’ll work within a remote team and contribute to maintaining a high NPS. Strong writing and English fluency are essential, with availability for 35+ hours/week over six months.

Qualifications

• Analytical mindset and problem-solving skills.
• Ability to work in a remote, collaborative team.
• Excellent writing with perfect grammar.
• Native-level English proficiency.
• Willingness to work 35+ hours weekly for 6 months.
• Customer support experience is welcomed.

Responsibilities

• Offer support to Reedsy users.
• Review projects submitted on the platform.
• Build customer funnels with emails and in-app messages to reactivate users.
• Maintain and update FAQ based on user feedback.
• Suggest product features from user feedback.
• Contribute to maintaining a high NPS (86).

Skills

Analytical thinking

Team collaboration

Strong writing

Native English

Full-time availability

Customer support experience

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

• Analytical mind;

• You can work as part of a team (a remote team so the ability to communicate is even more essential), but also show initiative and take responsibility for your tasks;

• Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling;

• Native-level English speaker;

• Availability to work full-time (at least 35 hours per week ) for 6 months;

• Customer support experience is welcomed, but not a necessity.

Bonus Points

• Previous experience working/interest in a marketplace and/or in a creative industry;

• A good dose of ambition, as well as a great sense of humour;

• Fluent in French, Spanish, or German.

Benefits

• Work from home;

• Paid paternal and maternal leave;

• Annual team retreat

Salary range:

£14k – £26k