Experienced Customer Happiness Manager – Remote Americas

At arenaflex, we're revolutionizing the way authors create and publish beautiful books. Our innovative marketplace brings together the industry's best publishing professionals, providing authors with the tools and resources they need to succeed. With a community of over 1,000,000 authors and 3,000 freelancers, we're proud to have received numerous industry awards and accolades. As a key member of our team, 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 and growing company, we want to hear from you!

Job Description

As our Customer Happiness Manager, you'll be part of a close-knit team of 8, working remotely from the Americas. Your primary responsibilities will include: ### Key Responsibilities

• Offer Support to Authors and Publishing Professionals: Provide timely and effective support to our users, ensuring they have a seamless experience on our platform.
• Review and Optimize Projects: Carefully review projects submitted on our platform, identifying areas for improvement and suggesting enhancements to our features.
• Build Customer Funnels: Design and implement email and in-app message campaigns to re-engage users and introduce them to our platform's features.
• Maintain and Update FAQ: Utilize user feedback and questions to maintain and update our FAQ section, ensuring it remains accurate and helpful.
• Suggest Product Features: Leverage user feedback to suggest new product features and enhancements, driving continuous improvement and innovation.
• Contribute to High NPS: Collaborate with the team to maintain our high Net Promoter Score (currently at 86%), ensuring our users are delighted with our service.

### Essential Qualifications

• 5+ Years of Customer Support Experience: Proven track record of delivering exceptional customer support in a fast-paced environment, with experience using tools like Intercom, Crisp, or Zendesk.
• Automation Expertise: Familiarity with automating support processes and workflows, ensuring efficient and effective support delivery.
• On-boarding and Conversion Rate Optimization (CRO) Techniques: Strong understanding of on-boarding and CRO techniques, with a passion for optimizing user experiences.
• Entrepreneurial Mindset: Ability to think creatively and take ownership of projects, with a willingness to learn and adapt.
• Strong Writing Skills: Excellent writing skills, with perfect grammar, spelling, and clarity.
• Native-Level English Speaker: Fluency in English is essential, with the ability to communicate effectively with our global user base.
• Availability to Work Every Other Weekend: Ability to work every other weekend, ensuring our users receive timely support and attention.

### Bonus Points

• Marketplace and Creative Industry Experience: Previous experience working for a marketplace and/or in a creative industry, with a deep understanding of the publishing landscape.
• Multilingual Skills: Fluency in multiple languages, with a passion for working with diverse cultures and backgrounds.
• Ambition, Willingness to Learn, and Sense of Humor: A good dose of ambition, a willingness to learn, and a great sense of humor, with the ability to thrive in a fast-paced and dynamic environment.

### Benefits

• Remote Work: Enjoy the flexibility of working from home, with the freedom to create your own schedule.
• Paid Paternal and Maternal Leave: Comprehensive paid leave policies, ensuring you can balance work and family responsibilities.
• Annual Ski Trip: Join us for our annual ski trip, a fun and relaxing opportunity to bond with your colleagues.

### Compensation

• Salary Range: $25k - $45k, depending on experience and qualifications.

If you're passionate about delivering exceptional customer support and contributing to a dynamic and growing company, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us continue to revolutionize the way authors create and publish beautiful books. Apply for this job