Experienced Customer Happiness Manager – Remote Americas
Join careerzynith, a dynamic and innovative company that's revolutionizing the publishing industry, as we continue to empower authors and publishing professionals to create beautiful books. With a community of 1,000,000 authors and over 3,000 freelancers, careerzynith has grown exponentially in just a few short years, earning numerous industry awards along the way. We're now seeking an exceptional Customer Happiness Manager to help us reach new heights.
**About careerzynith**
careerzynith is a leading marketplace that connects authors with the industry's best publishing professionals. Our platform offers a wide range of services, from editing and design to marketing and translation. With a strong focus on customer satisfaction, we're committed to providing authors with the tools and resources they need to succeed. Our team is passionate about creating a seamless and enjoyable experience for our users, and we're looking for someone who shares our vision.
**Job Description**
As a Customer Happiness Manager at careerzynith, you'll play a critical role in supporting our authors, creative publishing professionals, and optimizing conversion. You'll be part of a close-knit team of 8, working collaboratively to ensure that our users receive exceptional support and guidance. Your responsibilities will include:
* Offering support to careerzynith users through various channels, including email, chat, and phone
* Reviewing projects submitted on the platform to ensure that they meet our quality standards
* Building customer funnels (designing emails and in-app messages) to reactivate users and introduce careerzynith's features to them
* Maintaining and updating our FAQ based on user feedback and questions
* Suggesting product features based on user feedback to improve our services
* Contributing to maintaining a high Net Promoter Score (NPS) of 86% or higher
**Requirements**
To succeed in this role, you'll need:
* 5+ years of customer support experience, preferably in a similar industry or with a company that uses Intercom, Crisp, or Zendesk
* Experience automating support processes to improve efficiency and reduce response times
* A great understanding of on-boarding and conversion rate optimization (CRO) techniques to help our users achieve their goals
* An entrepreneurial mindset, with a willingness to take ownership and make decisions
* Strong writing skills, with the ability to write clearly and accurately, using perfect grammar and spelling
* Native-level English speaker, with excellent communication and interpersonal skills
* Availability to work every other weekend, with flexibility to adapt to changing priorities
**Bonus Points**
While not required, the following skills and experiences will be highly valued:
* Previous experience working for a marketplace and/or in a creative industry
* Fluency in multiple languages, with a willingness to communicate with users from diverse backgrounds
* A good dose of ambition, a willingness to learn, and a great sense of humor to thrive in our fast-paced environment
**Benefits**
As a valued member of our team, you'll enjoy:
* The flexibility to work from home, with a comfortable and distraction-free environment
* Paid paternal and maternal leave, to support your personal and professional growth
* Reedski, our annual ski trip, to relax and recharge with your colleagues
**Salary Range**
The salary for this role is $25k – $45k, depending on your experience and qualifications.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's changing the publishing industry, apply now to become our next Customer Happiness Manager.
Apply for this job
**About careerzynith**
careerzynith is a leading marketplace that connects authors with the industry's best publishing professionals. Our platform offers a wide range of services, from editing and design to marketing and translation. With a strong focus on customer satisfaction, we're committed to providing authors with the tools and resources they need to succeed. Our team is passionate about creating a seamless and enjoyable experience for our users, and we're looking for someone who shares our vision.
**Job Description**
As a Customer Happiness Manager at careerzynith, you'll play a critical role in supporting our authors, creative publishing professionals, and optimizing conversion. You'll be part of a close-knit team of 8, working collaboratively to ensure that our users receive exceptional support and guidance. Your responsibilities will include:
* Offering support to careerzynith users through various channels, including email, chat, and phone
* Reviewing projects submitted on the platform to ensure that they meet our quality standards
* Building customer funnels (designing emails and in-app messages) to reactivate users and introduce careerzynith's features to them
* Maintaining and updating our FAQ based on user feedback and questions
* Suggesting product features based on user feedback to improve our services
* Contributing to maintaining a high Net Promoter Score (NPS) of 86% or higher
**Requirements**
To succeed in this role, you'll need:
* 5+ years of customer support experience, preferably in a similar industry or with a company that uses Intercom, Crisp, or Zendesk
* Experience automating support processes to improve efficiency and reduce response times
* A great understanding of on-boarding and conversion rate optimization (CRO) techniques to help our users achieve their goals
* An entrepreneurial mindset, with a willingness to take ownership and make decisions
* Strong writing skills, with the ability to write clearly and accurately, using perfect grammar and spelling
* Native-level English speaker, with excellent communication and interpersonal skills
* Availability to work every other weekend, with flexibility to adapt to changing priorities
**Bonus Points**
While not required, the following skills and experiences will be highly valued:
* Previous experience working for a marketplace and/or in a creative industry
* Fluency in multiple languages, with a willingness to communicate with users from diverse backgrounds
* A good dose of ambition, a willingness to learn, and a great sense of humor to thrive in our fast-paced environment
**Benefits**
As a valued member of our team, you'll enjoy:
* The flexibility to work from home, with a comfortable and distraction-free environment
* Paid paternal and maternal leave, to support your personal and professional growth
* Reedski, our annual ski trip, to relax and recharge with your colleagues
**Salary Range**
The salary for this role is $25k – $45k, depending on your experience and qualifications.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's changing the publishing industry, apply now to become our next Customer Happiness Manager.
Apply for this job