What You'll Do
Support authors and publishing professionals by addressing inquiries and resolving issues efficiently. You'll review incoming projects to ensure quality and alignment with platform standards, while continuously refining the user journey to boost engagement and retention.
Design and implement automated customer communication flows, including email sequences and in-app messages, to re-engage users and guide them through key features. Maintain and improve the FAQ section based on recurring questions and evolving platform capabilities.
Use insights from user interactions to propose meaningful product enhancements. Your work will directly contribute to sustaining a high Net Promoter Score, currently at 86, by ensuring a smooth and supportive experience across the platform.
Requirements
- Minimum of five years in customer support roles, with hands-on experience using tools like Intercom, Crisp, or Zendesk
- Proven ability to automate and streamline support processes
- Familiarity with onboarding strategies and conversion rate optimization principles
- Exceptional written communication skills, with precise grammar, spelling, and clarity
- Native-level fluency in English
- Willingness to cover support responsibilities every other weekend
- Self-starter mindset with initiative and problem-solving drive
Preferred Qualifications
- Prior experience in a marketplace environment or creative industry
- Fluency in additional languages
- Demonstrated ambition, adaptability, and a positive, collaborative attitude
Benefits
- Fully remote work with flexibility to live anywhere
- Paid parental leave for both mothers and fathers
- Annual in-person team retreat to connect and collaborate
