Customer Happiness Manager - Remote South East Asia

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Requirements:

• 5+ years of customer support experience (Intercom, Crisp, Zendesk, etc.).
• Experience automating support processes.
• Great understanding of onboarding 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 updating our FAQ based on user feedback and questions.
• Suggesting product features based on user feedback.
• Contributing to maintaining a high NPS (currently at 86!).