Customer Happiness Manager, Reedsy
$25-45k
A place for authors to learn, create and market the best indie books
Open for applications
A place for authors to learn, create and market the best indie books
21-100 employees
Open for applications
$25-45k
21-100 employees
Company mission
Reedsy's mission is to change the way books are published by giving authors and publishers access to talented professionals, powerful tools, and free educational content.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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!)
Application process
- 1. Apply via Welcome to the Jungle
- 2. Screening questions. A few questions to better understand your skills and interest in Reedsy
- 3. Interview with our Head of Customer Experience (30 minutes)
- 4. Interview with our Head of Operations (30 minutes)
- 5. Interview with our CEO (30 minutes)
Our take
Reedsy helps authors find top publishers, editors, designers, translators and marketers. The company has built a community of over 1 million authors and due to the innovation of its service, it has been funded by the European Union through the EU's Horizon 2020 R&I program.
Reedsy stands out through helping authors at every stage of the publishing journey. The company offers various free tools in order to support authors - it offers insights into the writing craft on its blog, free writing courses on Reedsy Learning and its publishing professionals answer FAQ via video on Reedsy Live.
Reedsy also differentiates itself through its commitment to take climate action by reducing its carbon emissions - its a fully remote company that rarely organises in-person meetings, it supports responsible business travel by choosing trains over planes with economy class flights only and it supports vegan catering and snacks.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
50% female employees
10% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"With not much experience in community management, everything was new to me. But this meant that I had the opportunity to learn a lot. And even..."
Funding (2 rounds)
Jun 2016
$1.2m
GRANT
Jul 2014
$0.1m
SEED
Total funding: $1.3m
Company benefits
- Work from home opportunities
- Reedski, our annual team retreat in the mountains
- Paid maternity and paternity leave
Company values
- When we set out to build Reedsy, we want to help more people bring their ideas into life and publish in a professional fashion. We didn't have a clear idea of what our culture should be — our focus was on the product, and the successive hires we made helped us define our culture
- Today, we have a multicultural team of over 40 people, who come from all continents and speak over 15 languages. They're concise communicators and autonomous individuals. They care about being excellent at what they do. Lastly, they have a sense of meaning — Reedsy's goal is to support a whole generation of creators
- We’re entrepreneurs, designers, writers, hackers, bikers, engineers, runners, developers, soccer analysts, musicians, photographers, readers, travelers, gardeners, knitters, hikers, campers, and hard workers. Come make this list longer :)
Company HQ
London, UK
Articles
Leadership
Emmanuel Nataf
(CEO)Previously studied at York University - Schulich School of Business.
Matthew Cobb
(Lead Designer)Previously Freelance Designer at Virgin Gaming for 3 months and Web and GUI designer at Personal Web Design Work for 2 years.
Ricardo Fayet
(CMO)Studied International Business at HEC Paris. Previously Marketing Analyst - Trainee at Hermès for 6 months.
Diversity, Equity & Inclusion at Reedsy
Emmanuel Nataf (CEO)
- As over 2.5m people visit Reedsy's website each month, we make sure that our content is as diverse and inclusive as possible.
- We're a team of 47 with people from all colors, religions, sexual orientation, etc.
- 50% of the company is female/male.
- We speak over 15 languages.
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