Experienced Customer Happiness Manager for Remote Team in South East Asia – Delivering Exceptional Support and Driving User Engagement

Welcome to blithequark At blithequark, we're passionate about empowering authors and publishing professionals to create stunning books that captivate readers worldwide. Our innovative marketplace brings together the best talent in the industry, including renowned editors, designers, marketers, and more. With a thriving community of over 5 million authors, we're revolutionizing the way people write, publish, and share their work. If you're excited about joining a dynamic team that's shaping the future of publishing, we'd love to hear from you! About the Role As a Customer Happiness Manager at blithequark, you'll play a vital role in ensuring our users have an exceptional experience on our platform. You'll be part of a tight-knit team of 8, working closely together to provide top-notch support, optimize conversion rates, and drive user engagement. Your mission will be to delight our authors, editors, designers, marketers, and other creative professionals, helping them achieve their goals and fostering a loyal community. Key Responsibilities Offer personalized support to blithequark users, addressing their queries, and resolving issues 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 it remains relevant and helpful Suggest product features and improvements based on user feedback, contributing to the continuous evolution of our platform Contribute to maintaining an exceptionally high Net Promoter Score (NPS), currently at 86%, by delivering outstanding customer experiences Requirements To succeed as a Customer Happiness Manager at blithequark, you'll need: At least 5 years of experience in customer support, preferably using tools like Intercom, Crisp, or Zendesk Proven experience in automating support processes to enhance efficiency and user satisfaction A deep understanding of onboarding and conversion rate optimization (CRO) techniques to drive user engagement An entrepreneurial mindset, with a passion for innovation and continuous improvement Excellent writing skills, with the ability to communicate clearly, accurately, and grammatically correct Native-level English proficiency, with the ability to communicate effectively with users from diverse backgrounds Availability to work every other weekend, ensuring our users receive timely support and assistance Bonus Points If you have the following skills or experience, you'll be an even stronger candidate: Previous experience working for a marketplace or in a creative industry, with a deep understanding of the publishing sector Fluency in multiple languages, reflecting blithequark's commitment to diversity and inclusivity A strong dose of ambition, a willingness to learn, and a great sense of humor, making you a fantastic fit for our dynamic team What We Offer At blithequark, we're committed to providing a supportive and flexible work environment that allows you to thrive. You'll enjoy: The freedom to work from home, with the flexibility to create your own schedule Paid paternal and maternal leave, because we believe in supporting your family and well-being An annual team retreat, where you'll have the opportunity to connect with your colleagues and celebrate our achievements Salary Range We offer a competitive salary range of $25,000 – $45,000, reflecting your experience and qualifications. Our Culture At blithequark, we're proud of our vibrant and inclusive culture, which values creativity, collaboration, and mutual respect. We believe in empowering our team members to take ownership of their work, experiment with new ideas, and learn from their experiences. If you're passionate about delivering exceptional customer experiences, driving user engagement, and contributing to the growth of a dynamic company, we'd love to hear from you! How to Apply If you're excited about this opportunity and believe you have the skills and experience to excel as a Customer Happiness Manager at blithequark, please don't hesitate to apply. We can't wait to hear from you and explore how you can contribute to our mission of empowering authors and publishing professionals worldwide.