Customer happiness manager at Reedsy | Torre
Customer happiness manager
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Reedsy

Customer happiness manager

Reedsy
Posted by
Carolina Escobar
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(10) info
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Full-time

Legal agreement: Contractor

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Candidate

Compensation
EUR25k - 45k/year
~USD29.2k - 52.6k/year
Non-negotiable
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Remote (specific timezone)
public
GMT-08:00 to GMT-00:00
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Posted about 3 years ago

Requirements and responsibilities

Your role is to offer support to authors and 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 the following: - 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 updating 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!). Person Specification - Customer support experience (Intercom, Crisp, Zendesk, etc.) - Experience automating support processes - Great understanding of onboarding 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 Bonus Points 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
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