Experienced Customer Happiness Manager - Remote South East Asia

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we have an exciting opportunity for you to join blithequark as a Customer Happiness Manager in our Remote South East Asia team. About blithequark blithequark is a leading platform that empowers authors to create and publish beautiful books. Our marketplace brings together the industry's best publishing professionals, providing authors with the tools and resources they need to succeed. With a community of 5,000,000 authors and a growing presence in the publishing industry, we're on a mission to revolutionize the way people write and publish their books. Job Description As a Customer Happiness Manager at blithequark, you'll play a critical role in delivering exceptional support experiences to our authors, creative publishing professionals, and other users. Your primary responsibilities will include: * Offering support to blithequark users through various channels, including email, chat, and phone * Reviewing projects submitted on the platform to ensure seamless execution * Building customer funnels to reactivate users and introduce blithequark's features to them * Maintaining and updating our FAQ based on user feedback and questions * Suggesting product features based on user feedback to enhance the overall user experience * Contributing to maintaining a high Net Promoter Score (NPS) of 86% Requirements To succeed in this role, you'll need: * 5+ years of customer support experience in a fast-paced, dynamic environment * Experience automating support processes to improve efficiency and effectiveness * A great understanding of on-boarding and conversion rate optimization (CRO) techniques to drive user engagement * Entrepreneurial mindset with a passion for innovation and continuous improvement * Strong writing skills, with perfect grammar and spelling, to craft compelling support responses * Native-level English speaker with excellent communication skills * Availability to work every other weekend to ensure seamless support coverage Bonus Points If you have: * Previous experience working for a marketplace and/or in a creative industry, you'll have a unique perspective on our users' needs and pain points * Fluency in multiple languages, you'll be able to connect with our diverse user base and provide support in their native language * A good dose of ambition, a willingness to learn, and a great sense of humor, you'll thrive in our fast-paced, dynamic environment Benefits As a Customer Happiness Manager at blithequark, you'll enjoy: * The flexibility to work from home and maintain a healthy work-life balance * Paid paternal and maternal leave to support your personal and professional growth * Annual team retreats to connect with your colleagues and celebrate our successes Salary Range We offer a competitive salary range of $25k – $45k, commensurate with your experience and qualifications. If you're passionate about delivering exceptional support experiences and joining a dynamic team that's revolutionizing the publishing industry, to become a Customer Happiness Manager at blithequark.