Customer Experience Advocate
3 weeks ago
We're seeking a highly skilled Customer Support Lead to join our team at Reedsy.
As a Customer Support Lead, you will play a crucial role in delivering exceptional support to our authors and publishing professionals. Your key responsibilities will include:
- Offering support to authors, creative publishing professionals, and optimizing conversion
- Reviewing projects submitted on our platform
- Building customer funnels to reactivate users and introduce our features
- Maintaining and updating our FAQ based on user feedback and questions
- Suggesting product features based on user feedback
- Contributing to maintaining a high NPS
You will be the go-to person for complex user issues, and your expertise will be essential in developing and implementing processes to improve our support operations.
To be successful in this role, you'll need:
- 5+ years of customer support experience
- Experience automating support processes
- Great understanding of on-boarding and conversion rate optimization techniques
- Entrepreneurial minded
- Strong writing skills, with perfect grammar and spelling
- Native-level English speaker
- Availability to work every other weekend
We offer a competitive salary range of $25k – $45k, plus a range of benefits, including work-from-home flexibility, paid parental leave, and our annual ski trip.
If you're passionate about delivering exceptional customer support and want to be part of a dynamic team, we'd love to hear from you
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Customer Success Advocate
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