At a Glance
- Tasks: Support authors and creative professionals while optimising user experience on our platform.
- Company: Join a vibrant team at Reedsy, dedicated to enhancing the publishing journey.
- Benefits: Enjoy remote work, paid parental leave, and an annual team retreat.
- Other info: We value ambition, humour, and diverse backgrounds in our collaborative environment.
- Why this job: Make a real difference in the creative industry while working from anywhere.
- Qualifications: 5+ years in customer support with strong writing skills and a knack for optimisation.
The predicted salary is between 25000 - 45000 £ per year.
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 humour
Benefits
- Work from home;
- Paid paternal and maternal leave;
- Annual team retreat
Salary range: $25k – $45k
Customer Happiness Manager - Remote Anywhere in London employer: Reedsy
Reedsy is an exceptional employer that champions creativity and collaboration, offering a unique opportunity for interns to support a vibrant community of authors and publishing professionals from the comfort of their own homes. With a strong focus on employee growth, Reedsy provides valuable experience in customer support while fostering a fun and inclusive work culture, complete with annual team retreats and generous parental leave. Join us to make a meaningful impact in the publishing industry and help shape the future of storytelling.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Happiness Manager - Remote Anywhere in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reedsy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reedsy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Happiness Manager - Remote Anywhere in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reedsy:Your cover letter is your chance to shine! Tell us why you want to work at Reedsy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reedsy!
How to prepare for a job interview at Reedsy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
