Experienced Customer Happiness Manager for Remote Americas Team - Delivering Exceptional Support and Driving User Satisfaction

Welcome to blithequark At blithequark, we are passionate about empowering authors and publishing professionals to create outstanding books. Our innovative marketplace brings together the best talent in the industry, including renowned editors, designers, marketers, and more. With a community of over 5,000,000 authors, we have revolutionized the way people write and publish their work. We are now seeking a highly skilled and dedicated Customer Happiness Manager to join our team and help us achieve our next milestone. About the Role As a Customer Happiness Manager at blithequark, you will play a vital role in ensuring the satisfaction and success of our users, including authors and creative publishing professionals. Your primary objective will be to provide exceptional support, optimize conversion rates, and contribute to the growth and development of our platform. You will be part of a dynamic team of 8 professionals who share your passion for delivering outstanding customer experiences. Key Responsibilities Offer personalized support to blithequark users, addressing their queries, and resolving issues in a timely and professional manner Review projects submitted on the platform, providing constructive feedback and guidance to users Design and implement effective customer funnels, including emails and in-app messages, to reactivate users and introduce them to blithequark's features Maintain and update our FAQ section based on user feedback and questions, ensuring that it remains relevant and informative Suggest product features and improvements based on user feedback, contributing to the continuous development and enhancement of our platform Contribute to maintaining a high Net Promoter Score (NPS), currently at 86%, by delivering exceptional customer experiences and driving user satisfaction Requirements To be successful in this role, you will need to possess the following skills and qualifications: 5+ years of experience in customer support, preferably in a remote or virtual environment, with expertise in tools like Intercom, Crisp, or Zendesk Proven experience in automating support processes, with a strong understanding of how to optimize workflows and improve efficiency Excellent knowledge of on-boarding and conversion rate optimization (CRO) techniques, with a data-driven approach to decision-making An entrepreneurial mindset, with a willingness to take initiative, think creatively, and drive innovation Strong writing skills, with the ability to communicate clearly, accurately, and concisely, with perfect grammar and spelling Native-level English speaker, with excellent communication and interpersonal skills Availability to work every other weekend, with a flexible schedule that accommodates the needs of our global user base Preferred Qualifications While not essential, the following qualifications and skills will be considered an asset: Previous experience working for a marketplace and/or in a creative industry, with a deep understanding of the publishing sector Fluency in multiple languages, with a strong appreciation for diverse cultures and backgrounds A good dose of ambition, a willingness to learn, and a great sense of humor, with a positive and proactive approach to challenges and opportunities What We Offer At blithequark, we are committed to providing our team members with a supportive and inclusive work environment, as well as a range of benefits that promote their well-being and career growth. These include: The opportunity to work from home, with a flexible schedule that accommodates your needs and preferences Paid paternal and maternal leave, with a generous policy that supports new parents and families An annual team retreat, with a chance to connect with your colleagues, share experiences, and have fun in a relaxed and informal setting Salary and Compensation The salary range for this position is $25,000 - $45,000, depending on your experience, skills, and qualifications. We also offer a range of perks and benefits that are designed to support your career growth and well-being. Our Culture and Values At blithequark, we are passionate about creating a culture that is inclusive, supportive, and empowering. We believe in the importance of diversity, equity, and inclusion, and we are committed to building a team that reflects the diversity of our user base. Our values include: A commitment to excellence, with a focus on delivering high-quality products and services that meet the needs of our users A passion for innovation, with a willingness to take risks, experiment, and learn from our mistakes A dedication to customer satisfaction, with a focus on delivering exceptional experiences that drive user loyalty and retention A collaborative and inclusive approach, with a strong emphasis on teamwork, communication, and mutual respect Conclusion If you are a motivated and experienced customer support professional, with a passion for delivering exceptional experiences and driving user satisfaction, we encourage you to apply for this exciting opportunity. As a Customer Happiness Manager at blithequark, you will have the chance to work with a talented team, develop your skills and expertise, and contribute to the growth and success of our platform. Don't miss out on this opportunity to join our dynamic team and help us shape the future of publishing. Apply now and take the first step towards an exciting and rewarding career with blithequark. Apply for this job