Customer Happiness Manager - Remote

Overview

The Customer Happiness Manager will support authors and publishing professionals while optimizing conversion rates for Reedsy's platform.

In Short

• Offer support to Reedsy users.
• Review projects submitted on the platform.
• Build customer funnels with emails and in-app messages.
• Maintain and update FAQ based on user feedback.
• Suggest product features based on user feedback.
• Contribute 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 with perfect grammar and spelling.
• Native-level English speaker.
• Availability to work every other weekend.

Benefits

• Work from home.
• Paid paternal and maternal leave.
• Annual team retreat.