Reedsy is looking for a Customer Happiness Manager to join our team. We’re here to give authors the tools and resources they need to create beautiful books. In this remote role, you will offer support to authors and creative publishing professionals on our platform, optimize conversion, and contribute to maintaining a high NPS.
What You'll Do
- 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.
- Maintaining and updating the FAQ based on user feedback and questions.
- Suggesting product features based on user feedback.
- Contributing to maintaining a high NPS (currently at 86).
What We're Looking For
- 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.
- Must be based in South East Asia.
Nice to Have
- Previous experience working for a marketplace and/or in a creative industry.
- Fluent in multiple languages.
- A good dose of ambition, a willingness to learn, and a great sense of humor.
Technical Stack
- Intercom
- Crisp
- Zendesk
Team & Environment
Part of a team of 8.
Benefits & Compensation
- Work from home.
- Paid paternal and maternal leave.
- Annual team retreat.
- Compensation: $25k – $45k
Work Mode
This is a remote position for candidates located in South East Asia.
