Customer Happiness Manager - Remote Anywhere
Core
Provide support to authors and creative publishing professionals on the Reedsy platform while optimizing user conversion and reactivation.
Role type
Customer Happiness Manager (Support & Conversion Optimization)
Builds
Customer funnels (emails and in-app messages) to reactivate users and introduce features
Domain
Publishing marketplace / SaaS
Deliverable
product features | dashboards & analysis
Required skills
Customer support experience, process automation, onboarding strategies, conversion rate optimization (CRO), technical writing, native-level English
Preferred skills
Marketplace experience, creative industry background, multilingual capabilities
Technologies
Intercom, Crisp, Zendesk
Responsibilities
Offer support to Reedsy users, review submitted projects, build customer funnels, maintain and update FAQs, suggest product features based on feedback, contribute to maintaining high NPS
Seniority
Mid-level, hands-on IC