Customer Happiness Manager
Europe-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 5,000,000 authors, and transformed the way people write and publish their book. 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
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;
Annual team retreat
Salary range
$25k – $45k
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