Customer Happiness Manager at Reedsy

Reedsy are dedicated to equipping authors with the tools, resources, and professional support they need to create exceptional books.

Our marketplace brings together some of the publishing industry’s finest professionals, including the editor behind Neil Gaiman’s work, Nora Roberts’ book marketer, and George R. R. Martin’s cover designer.

Today, our community has grown to over 5 million authors, transforming how people write, publish, and bring their books to life. Are you excited about helping us reach our next milestone? If so, read on!

Job Description

As a Customer Happiness Manager, you will support authors and creative publishing professionals, including editors, designers, marketers, etc. You will also contribute to optimize user engagement and conversion across the platform.

You will join a team of eight, with responsibilities including:

• Providing excellent customer support to Reedsy users.
• Reviewing projects submitted through the platform.
• Developing customer engagement funnels, including emails and in-app messages, to re-engage inactive users and introduce them to Reedsy’s features.
• Updating and maintaining the FAQ section based on customer feedback and frequently asked questions.
• Recommending product improvements and new features based on user feedback.
• Helping maintain Reedsy’s impressive Net Promoter Score (NPS), currently at 86.

Requirements

• At least five years of customer support experience using platforms such as Intercom, Crisp, or Zendesk.
• Experience automating customer support processes.
• A strong understanding of user onboarding and conversion rate optimization (CRO) strategies.
• An entrepreneurial mindset and a proactive approach to problem-solving.
• Excellent written communication skills, with outstanding grammar, spelling, and attention to detail.
• Native-level English proficiency.
• Availability to work every other weekend.

Bonus Qualifications

• Previous experience working with a marketplace or within the creative industry.
• Fluency in multiple languages. Reedsy welcomes applicants from diverse cultures and backgrounds.
• A strong sense of ambition, a willingness to learn, and a great sense of humor.

Benefits

• Remote work opportunity, allowing you to work from home.
• Paid parental leave for both mothers and fathers.
• An annual team retreat to connect and collaborate with colleagues.