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 growing community of over 5,000,000 authors, we are revolutionizing the way people write and publish their work. If you're excited about joining a dynamic team and contributing to our mission, we'd love to hear from you. About the Role As a Customer Happiness Manager at blithequark, you will play a vital role in ensuring the success and satisfaction of our users, including authors and creative publishing professionals. Your primary focus will be on providing exceptional support, optimizing conversion rates, and driving user engagement. You will be part of a dedicated 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 concerns 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 helpful Suggest product features and improvements based on user feedback, contributing to the continuous development 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 succeed in this role, you will need to have: At least 5 years of experience in customer support, preferably in a remote or distributed team environment, with expertise in tools like Intercom, Crisp, or Zendesk Proven experience in automating support processes, with a strong understanding of how to streamline workflows and improve efficiency A solid grasp of on-boarding and conversion rate optimization (CRO) techniques, with the ability to apply this knowledge to drive user engagement and retention An entrepreneurial mindset, with a willingness to take ownership of projects and initiatives, and a passion for driving innovation and growth Excellent writing skills, with the ability to communicate clearly, accurately, and concisely, with perfect grammar and spelling Native-level English language skills, with the ability to communicate effectively with users from diverse backgrounds Availability to work every other weekend, with a flexible schedule that allows you to adapt to the needs of our global user base Preferred Qualifications While not essential, the following qualifications will be considered an asset: Previous experience working in a marketplace or creative industry, with a deep understanding of the needs and challenges of authors and publishing professionals Fluency in multiple languages, with the ability to communicate effectively with users from diverse linguistic and cultural backgrounds A strong dose of ambition, a willingness to learn, and a great sense of humor, with the ability to thrive in a fast-paced and dynamic environment What We Offer At blithequark, we are committed to providing our team members with a supportive and inclusive work environment, with opportunities for growth and development. Some of the benefits you can expect include: The flexibility to work from home, with the ability to create a schedule that suits your needs and lifestyle Paid paternal and maternal leave, with a generous package that supports you and your family during important life events An annual team retreat, with opportunities to connect with your colleagues, share experiences, and build lasting relationships Salary Range The salary range for this position is $25,000 – $45,000, depending on your experience and qualifications. Why Join blithequark? At blithequark, we are passionate about creating a workplace culture that is inclusive, supportive, and empowering. We believe in fostering a sense of community and collaboration, with opportunities for growth and development. If you're looking for a challenging and rewarding role that allows you to make a real difference in the lives of authors and publishing professionals, we encourage you to apply. How to Apply If you're excited about the opportunity to join our team as a Customer Happiness Manager, please submit your application, including your resume and a cover letter that outlines your experience, skills, and qualifications. We can't wait to hear from you and explore how you can contribute to the success of blithequark.