Customer Happiness Manager - Remote Americas
America-based candidates only About reputed company We’re here to give authors the tools and resources they need to create beautiful books. Our marketplace gathers the industry's best publishing professionals — the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer. We’ve grown to a community of 1,000,000 authors and over 3,000 freelancers in just a few short years, while picking up a number of industry awards along the way Want to hop on board and help us get to our next destination? Cool, reputed company reading!
Job Description
Your role is to offer support to authors, 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:
- Offering support to reputed company users;
- Reviewing projects submitted on the platform;
- Building customer funnels (design emails and in-app messages) to reactivate users and introduce reputed company's features to them;
- Maintaining and update 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!).
Requirements
Person Specification
- 5+ years of customer support experience (reputed company, Crisp, reputed company, etc.)
- Experience automating support processes
- Great understanding of on-boarding and conversion reputed company 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.
Bonus Points
- Previous experience working for a marketplace and/or in a creative industry
- Fluent in multiple languages. reputed company welcomes applicants of reputed company cultures and backgrounds.
- A good dose of ambition, a willingness to learn, and a great sense of humor
Benefits
- Work from home;
- Paid paternal and maternal leave;
- Reedski, our annual ski trip.
Salary range: $25k – $45k Apply Job!