At a Glance
- Tasks: Support authors and creative pros while optimising user experience on our platform.
- Company: Join Reedsy, a vibrant community transforming the publishing industry.
- Benefits: Work remotely, enjoy paid leave, and join annual team retreats.
- Other info: Embrace a fun, ambitious culture with opportunities for growth.
- Why this job: Make a real difference in the lives of authors and creatives.
- Qualifications: 5+ years in customer support with strong writing skills.
The predicted salary is between 25000 - 45000 € per year.
About Reedsy: 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 5,000,000 authors and transformed the way people write and publish their books.
Your role is to offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimise conversion. You will be part of a team of 8. Your role will involve:
- 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;
- Contributing 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 optimisation (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. Reedsy welcomes applicants of all 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;
- Annual team retreat;
- Salary range: $25k – $45k.
Customer Happiness Manager - Remote Anywhere employer: Reedsy
Reedsy is an exceptional employer that champions creativity and innovation, providing a supportive remote work environment for its team members. With a strong focus on employee growth, Reedsy offers opportunities to engage with a vibrant community of authors and publishing professionals, while enjoying benefits like paid parental leave and annual team retreats. Join us in transforming the publishing landscape and experience a culture that values ambition, learning, and a good sense of humour.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Happiness Manager - Remote Anywhere
✨Tip Number 1
Get to know Reedsy inside out! Familiarise yourself with their platform, the authors they support, and the services they offer. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current or former Reedsy employees on LinkedIn. A friendly message asking about their experience can give you insider tips and maybe even a referral. We all love a good connection!
✨Tip Number 3
Prepare for the interview by practising common customer support scenarios. Think about how you'd handle tricky situations or unhappy users. Show them you’ve got the skills to keep that NPS soaring high!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Reedsy team and ready to make a difference in the author community.
We think you need these skills to ace Customer Happiness Manager - Remote Anywhere
Some tips for your application 🫡
Show Your Passion for Publishing:When you're writing your application, let your love for books and the publishing industry shine through. We want to see that you’re not just looking for a job, but that you genuinely care about helping authors succeed.
Tailor Your Experience:Make sure to highlight your customer support experience and any relevant skills that match the role. Use specific examples from your past jobs to show how you've helped users and improved processes. We love seeing how you can bring value to our team!
Keep It Clear and Concise:We appreciate clear communication, so keep your application straightforward. Avoid jargon and fluff; instead, focus on what makes you a great fit for the Customer Happiness Manager role. Remember, perfect grammar and spelling are a must!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Reedsy
✨Know Your Audience
Before the interview, take some time to research Reedsy and its community of authors. Understand their mission and values, and think about how your experience aligns with their goals. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Showcase Your Customer Support Skills
Since the role requires 5+ years of customer support experience, be ready to share specific examples of how you've successfully handled customer queries in the past. Highlight any tools you've used, like Intercom or Zendesk, and discuss how you automated processes to improve efficiency.
✨Demonstrate Your Writing Prowess
As strong writing skills are essential for this position, prepare to showcase your ability to communicate clearly and effectively. You might even want to bring along a few writing samples or be ready to draft a quick email response during the interview to demonstrate your skills on the spot.
✨Emphasise Your Entrepreneurial Mindset
Reedsy is looking for someone with an entrepreneurial spirit. Be prepared to discuss times when you've taken initiative or suggested new ideas that improved customer experience or conversion rates. This will show that you can think outside the box and contribute positively to the team.
