Role Overview
As the Customer Happiness Manager, you’ll play a key role in shaping how users engage with a leading platform for independent publishing. Working remotely as part of a small, collaborative team, you'll ensure authors and industry professionals receive timely, thoughtful support while helping refine the journey from first visit to long-term engagement.
Key Responsibilities
- Provide responsive, empathetic support to users navigating the platform
- Assess incoming projects for quality and alignment with platform standards
- Design and manage automated email sequences and in-app messaging to guide users and re-engage inactive accounts
- Keep the help center current by updating FAQs based on recurring questions and feedback
- Identify patterns in user behavior and suggest meaningful product enhancements
- Help sustain a high Net Promoter Score by proactively addressing pain points
What We’re Looking For
- At least five years of experience in customer-facing support roles, with fluency in tools like Intercom, Crisp, or Zendesk
- Proven ability to streamline support workflows through automation
- Strong grasp of onboarding design and conversion optimization principles
- Exceptional written communication skills, with precision in grammar and tone
- Native-level English proficiency
- Flexibility to cover occasional weekend shifts on a rotating basis
Preferred Background
- Experience in a marketplace environment or creative-sector industry
- Fluency in additional languages is a plus
- A drive to grow, adapt, and contribute beyond core responsibilities
- Ability to bring warmth and humor to user interactions
Work Environment
This is a fully remote position with no geographic restrictions. You’ll collaborate with a diverse, globally distributed team that values inclusivity, curiosity, and a shared passion for publishing. The role includes flexible scheduling, paid parental leave, and an annual in-person retreat to strengthen team connections.
