About this role
Role Overview
- 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; and
- 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 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. Reedsy welcomes applicants of all 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