Experienced Customer Happiness Manager – Europe-Based Customer Support and Success Specialist for Innovative Publishing Platform

Welcome to blithequark At blithequark, we are revolutionizing the way authors create, publish, and share their work with the world. Our innovative platform has become a hub for over 5,000,000 authors, providing them with the tools, resources, and expertise needed to bring their stories to life. We are proud to have assembled a community of talented publishing professionals, including editors, designers, marketers, and more, who are passionate about helping authors achieve their goals. As a leader in the publishing industry, blithequark is committed to fostering a culture of creativity, collaboration, and customer satisfaction. We believe that by providing exceptional support and resources to our users, we can empower them to produce high-quality work that resonates with readers worldwide. If you are a motivated and customer-focused individual looking to join a dynamic team, we encourage you to apply for our Customer Happiness Manager position. Job Description As a Customer Happiness Manager at blithequark, you will play a vital role in ensuring the satisfaction and success of our users. Your primary responsibility will be to provide top-notch support to authors, publishing professionals, and other stakeholders, addressing their queries, concerns, and feedback in a timely and effective manner. You will be part of a dedicated team of 8 individuals who share your passion for delivering exceptional customer experiences. Your key responsibilities will include: Offering personalized support to blithequark users through various channels, including email, chat, and phone Reviewing and evaluating projects submitted on our platform to ensure they meet our quality standards Designing and implementing customer funnels, including email campaigns and in-app messages, to engage users, promote our features, and drive conversion Maintaining and updating our FAQ section to reflect user feedback, common queries, and best practices Collaborating with our product development team to suggest new features and improvements based on user feedback and market trends Contributing to the maintenance of our high Net Promoter Score (NPS) by delivering exceptional customer experiences and identifying areas for improvement Requirements To be successful in this role, you should possess the following qualifications and skills: At least 5 years of experience in customer support, preferably in a fast-paced, tech-driven environment Proficiency in using customer support tools such as Intercom, Crisp, or Zendesk Experience in automating support processes to enhance efficiency and scalability A strong understanding of onboarding and conversion rate optimization (CRO) techniques An entrepreneurial mindset, with a willingness to take initiative, experiment, and learn from failures Excellent writing skills, with the ability to communicate clearly, accurately, and persuasively in English Native-level English proficiency, with the ability to understand nuances and cultural references Availability to work every other weekend, with flexibility to adapt to changing priorities and deadlines Preferred Qualifications While not essential, the following qualifications and skills will be considered an asset: Previous experience working in a marketplace or creative industry, with a deep understanding of the publishing ecosystem Fluency in multiple languages, reflecting our commitment to diversity, inclusivity, and global reach A strong dose of ambition, a willingness to learn, and a great sense of humor, with the ability to thrive in a fast-paced, dynamic environment Career Growth and Learning Opportunities At blithequark, we are committed to the growth and development of our team members. As a Customer Happiness Manager, you will have access to: Regular training and workshops to enhance your skills and knowledge in customer support, CRO, and product development Opportunities to collaborate with cross-functional teams, including product, marketing, and sales, to drive business outcomes and innovation A culture of continuous feedback, coaching, and mentoring to help you achieve your career goals and aspirations Recognition and rewards for outstanding performance, including bonuses, promotions, and public acknowledgement Work Environment and Company Culture At blithequark, we pride ourselves on our vibrant, inclusive, and supportive work environment. You can expect: A remote-first approach, with the flexibility to work from home or anywhere in Europe A dynamic, open-plan office space in our headquarters, with regular team meetings, social events, and celebrations A culture of transparency, empathy, and respect, with a strong emphasis on work-life balance, mental health, and well-being Access to a diverse range of employee resource groups, including book clubs, writing groups, and social committees Compensation, Perks, and Benefits We offer a competitive salary range of $25,000 to $45,000, depending on experience, skills, and performance. In addition, you can expect: Comprehensive health insurance, including medical, dental, and vision coverage Generous paid time off, including vacation days, sick leave, and parental leave Annual team retreats, with opportunities to connect with colleagues, learn from industry experts, and have fun Access to a range of employee perks, including free books, publishing services, and professional development opportunities Conclusion If you are a motivated, customer-focused individual with a passion for publishing, writing, and creativity, we encourage you to apply for our Customer Happiness Manager position. At blithequark, we are committed to delivering exceptional customer experiences, driving business growth, and fostering a culture of innovation, inclusivity, and fun. Join our team today and help us shape the future of publishing!