Customer Happiness Manager

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