Experienced Customer Happiness Manager – Remote South East Asia
At arenaflex, we're on a mission to revolutionize the way authors create and publish their books. Our innovative marketplace brings together the industry's best publishing professionals, providing authors with the tools and resources they need to succeed. As a Customer Happiness Manager at arenaflex, you'll play a vital role in ensuring our authors and publishing professionals have an exceptional experience on our platform. If you're passionate about delivering top-notch customer support, optimizing conversion rates, and contributing to a dynamic team, we want to hear from you!
About arenaflex
arenaflex is a rapidly growing community of 5,000,000 authors, and we're committed to transforming the way people write and publish their books. Our platform has become the go-to destination for authors seeking expert publishing professionals, and we're proud to have a community of talented individuals who share our vision. As a Customer Happiness Manager, you'll be part of a close-knit team of 8, working together to provide exceptional support to our users and drive growth.
Job Description
As a Customer Happiness Manager at arenaflex, your primary responsibility will be to offer support to our authors, creative publishing professionals, and optimize conversion rates. Your role will involve:
- Offering support to arenaflex users through various channels, including email, chat, and phone
- Reviewing projects submitted on the platform to ensure a seamless experience for our users
- Building customer funnels to reactivate users and introduce arenaflex's features to them
- Maintaining and updating our FAQ based on user feedback and questions
- Suggesting product features based on user feedback to continuously improve our platform
- 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, with a proven track record of delivering exceptional support in a fast-paced environment
- Experience automating support processes using tools like Intercom, Crisp, or Zendesk
- A great understanding of on-boarding and conversion rate optimization (CRO) techniques to drive growth
- Entrepreneurial mindset, with a passion for innovation and continuous improvement
- Strong writing skills, with perfect grammar and spelling
- Native-level English speaker
- Availability to work every other weekend
Bonus Points
If you have:
- Previous experience working for a marketplace and/or in a creative industry
- Fluency in multiple languages
- A good dose of ambition, a willingness to learn, and a great sense of humor
Benefits
As a Customer Happiness Manager at arenaflex, you'll enjoy:
- The flexibility to work from home
- Paid paternal and maternal leave
- Annual team retreats to foster collaboration and team-building
Salary Range
$25k – $45k
Why Join arenaflex?
At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, and we offer a range of benefits to support your well-being. If you're looking for a challenging and rewarding role that will allow you to grow and develop your skills, we encourage you to apply.
How to Apply
If you're excited about the opportunity to join our team and contribute to our mission, please submit your application through our website. We can't wait to hear from you! Apply for this job