Experienced Customer Happiness Manager – Delivering Exceptional Support and Driving User Engagement in the Publishing Industry at blithequark

Welcome to blithequark At blithequark, we are passionate about empowering authors with the tools and resources they need to create stunning books. Our innovative marketplace brings together the best publishing professionals 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 providing exceptional support to our authors, creative publishing professionals, and optimizing conversion rates. You will be part of a dedicated team of 8 individuals who share a passion for delivering outstanding customer experiences. Your responsibilities will include: Offering top-notch support to blithequark users, ensuring their needs are met and exceeded Reviewing projects submitted on our platform to ensure quality and consistency Designing and implementing customer funnels, including emails and in-app messages, to reactivate users and introduce them to blithequark's features Maintaining and updating our FAQ section based on user feedback and questions, ensuring it remains relevant and helpful Suggesting product features based on user feedback, contributing to the continuous improvement of our platform Contributing to maintaining a high Net Promoter Score (NPS), currently at an impressive 86%, by delivering exceptional customer experiences Key Responsibilities and Expectations In this role, you will be expected to work closely with our team to achieve our customer happiness goals. You will be responsible for analyzing user feedback, identifying areas for improvement, and implementing changes to enhance the overall user experience. Your strong understanding of on-boarding and conversion rate optimization (CRO) techniques will be essential in driving user engagement and retention. Requirements To be successful in this role, you will need to possess the following skills and qualifications: 5+ years of customer support experience, preferably using tools like Intercom, Crisp, or Zendesk Experience in automating support processes to improve efficiency and effectiveness A great understanding of on-boarding and conversion rate optimization (CRO) techniques, with a focus on delivering exceptional customer experiences An entrepreneurial mindset, with a willingness to take initiative and drive results Strong writing skills, with the ability to communicate clearly and accurately, using perfect grammar and spelling Native-level English speaker, with excellent communication and interpersonal skills Availability to work every other weekend, ensuring our users receive timely support and assistance Preferred Qualifications While not essential, the following qualifications will be considered an asset: Previous experience working for a marketplace and/or in a creative industry, with a deep understanding of the publishing sector Fluency in multiple languages, reflecting blithequark's diverse and inclusive culture A good dose of ambition, a willingness to learn, and a great sense of humor, with a passion for delivering exceptional customer experiences What We Offer At blithequark, we are committed to providing our team members with a supportive and inclusive work environment. We offer: The flexibility to work from home, with the opportunity to create a schedule that suits your needs Paid paternal and maternal leave, recognizing the importance of family and work-life balance An annual team retreat, where we come together to celebrate our achievements and plan for the future Compensation and Benefits We offer a competitive salary range of $25,000 – $45,000, depending on experience and qualifications. Our benefits package is designed to support your well-being and career growth, with opportunities for professional development and advancement. Why Join blithequark? By joining blithequark, you will become part of a dynamic and innovative team that is passionate about empowering authors and transforming the publishing industry. You will have the opportunity to work with a talented group of professionals, contribute to the growth and development of our platform, and deliver exceptional customer experiences that make a real difference. If you're excited about this opportunity and share our passion for customer happiness, we encourage you to apply. To apply for this role, please including your resume and a cover letter, outlining your experience and qualifications. We can't wait to hear from you and explore how you can contribute to the blithequark team. Conclusion At blithequark, we are committed to delivering exceptional customer experiences and driving user engagement in the publishing industry. As a Customer Happiness Manager, you will play a vital role in achieving our goals and contributing to the growth and success of our platform. If you're passionate about customer happiness, have a strong understanding of on-boarding and conversion rate optimization techniques, and are excited about joining a dynamic team, we encourage you to apply for this exciting opportunity.