Customer Happiness Manager - Remote Anywhere

About the role

Your role is to offer support to authors, creative publishing professionals and optimise conversion on the Reedsy platform.

Key responsibilities

• Offer support to Reedsy users and review projects submitted on the platform.
• Build customer funnels by designing emails and in‑app messages to reactivate users and showcase features.
• Maintain and update the FAQ based on user feedback and questions.
• Suggest product features informed by user insights.
• Contribute to maintaining a high Net Promoter Score (currently 86%).

Required profile

• 5+ years of customer support experience using tools such as Intercom, Crisp or Zendesk.
• Experience automating support processes.
• Strong understanding of onboarding and conversion rate optimisation techniques.
• Entrepreneurial mindset with excellent written communication.
• Native‑level English speaker and availability to work every other weekend.

Required skills

• Intercom
• Crisp
• Zendesk

What we offer

• Work from home (remote) arrangement.
• Paid paternal and maternal leave.
• Annual team retreat.
• Salary range $25,000 – $45,000 per year.