Job Details

Support Specialist

Your role is to offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimize conversion.

You will be part of a team of 8. Your role will involve:

1. Offering support to Reedsy users;
2. Reviewing projects submitted on the platform;
3. Building customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them;
4. Maintaining and updating our FAQ based on user feedback and questions;
5. Suggesting product features based on user feedback; and
6. Contributing to maintaining a high NPS (currently at 86!).

Requirements

• 5+ years of customer support experience (Intercom, Crisp, Zendesk, etc.)
• Experience automating support processes
• Great understanding of on-boarding and conversion rate optimization (CRO) techniques
• Entrepreneurial minded
• Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling
• Native-level English speaker
• Availability to work every other weekend.

Bonus Points

• Previous experience working for a marketplace and/or in a creative industry
• Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds.
• A good dose of ambition, a willingness to learn, and a great sense of humor

Benefits

• Work from home;
• Paid paternal and maternal leave;
• Annual team retreat

Salary range: $25k $45k