Customer Happiness Manager - Remote Anywhere

Reedsy; United States; Remote; USD 25,000 - 45,000; Full time

Benefits offered by this job

Work from home

Paid parental leave

Annual team retreat

Job summary

Reedsy in the United States is seeking a customer support professional to help authors and publishing professionals. You will optimize onboarding and conversion while delivering exceptional assistance.

You will build email and in-app funnels, review platform submissions, update FAQs, and propose product improvements. The team values clear writing, English fluency, and a proactive, entrepreneurial mindset, with weekend availability.

Qualifications

• 5+ years of customer support experience with platforms like Intercom, Crisp, Zendesk.
• Experience automating support processes.
• Strong understanding of onboarding and CRO techniques.

Responsibilities

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

Skills

Customer support experience

Automation of support processes

Conversion rate optimization

Entrepreneurial mindset

Writing skills

Native-level English

Weekend availability

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