Summary
Join Reedsy's team as a Customer Support Specialist to help authors and publishing professionals with their projects, optimize conversion, and contribute to maintaining a high NPS. As part of the team, you will be responsible for offering support to users, reviewing projects, building customer funnels, updating FAQs, suggesting product features, and more.
Requirements
- Customer support experience (Intercom, Crisp, Zendesk, etc.)
- Experience automating support processes
- Great understanding of on-boarding and conversion rate 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
Responsibilities
- 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 update our FAQ based on user feedback and questions
- Suggesting product features based on user feedback
- Contributing to maintaining a high NPS (currently at 86!)
Preferred Qualifications
- Previous experience working for a marketplace and/or in a creative industry
- Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds
Benefits
- Work from home
- Paid paternal and maternal leave
- Reedski, our annual ski trip
