Customer Happiness Manager

• 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

• Work from home;

• Paid paternal and maternal leave;

• Annual team retreat

$25k - $45k

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!).