Experienced Customer Happiness Manager – Americas Region – Remote Opportunity at arenaflex

At arenaflex, we're on a mission to empower authors and publishing professionals with the tools and resources they need to create stunning books. Our innovative marketplace brings together the industry's best publishing experts, including the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM's cover designer. With a community of over 1,000,000 authors and 3,000 freelancers, we've quickly become a leading force in the publishing industry, earning numerous awards along the way. We're now seeking an experienced Customer Happiness Manager to join our Americas team, working remotely from the comfort of your own home. As a key member of our team, you'll play a vital role in delivering exceptional support to our authors, creative publishing professionals, and optimizing conversion rates. If you're passionate about delivering outstanding customer experiences, have a knack for problem-solving, and are eager to join a dynamic team, we'd love to hear from you!

Job Description

As our Customer Happiness Manager, you'll be part of a close-knit team of 8, working collaboratively to ensure our authors and publishing professionals receive the best possible support. Your responsibilities will include:

• Offering top-notch support to arenaflex users, responding to their queries, and resolving any issues they may encounter
• Reviewing projects submitted on our platform, providing feedback, and ensuring a seamless user experience
• Building customer funnels (designing emails and in-app messages) to reactivate users and introduce arenaflex's features to them
• Maintaining and updating our FAQ section based on user feedback and questions
• Suggesting product features based on user feedback, helping us to continuously improve our platform
• Contributing to maintaining a high Net Promoter Score (NPS) of 86% and beyond

Requirements

To succeed in this role, you'll need:

• 5+ years of customer support experience, with a proven track record of delivering exceptional results in a fast-paced environment (Intercom, Crisp, Zendesk, etc.)
• Experience automating support processes, with a focus on efficiency and effectiveness
• A deep understanding of on-boarding and conversion rate optimization (CRO) techniques, with a passion for driving results
• An entrepreneurial mindset, with a willingness to take ownership and make decisions
• Strong writing skills, with the ability to write clearly and accurately, using perfect grammar and spelling
• Native-level English speaker, with excellent communication skills
• Availability to work every other weekend, with flexibility to adapt to changing priorities

Bonus Points

While not essential, the following skills and experience will give you a competitive edge:

• Previous experience working for a marketplace and/or in a creative industry
• Fluency in multiple languages, with a passion for working with diverse cultures and backgrounds
• A good dose of ambition, a willingness to learn, and a great sense of humor

Benefits

As a valued member of our team, you can expect:

• The flexibility to work from home, with a comfortable and productive workspace
• Paid paternal and maternal leave, ensuring you can balance work and family responsibilities
• Reedski, our annual ski trip, where you can connect with your colleagues and enjoy some well-deserved R&R

Salary Range

We offer a competitive salary range of $25k – $45k, depending on your experience and qualifications.

How to Apply

If you're passionate about delivering exceptional customer experiences and are eager to join a dynamic team, please apply for this exciting opportunity. We can't wait to hear from you! Apply Now!

About arenaflex

arenaflex is a leading marketplace for authors and publishing professionals, providing the tools and resources they need to create stunning books. With a community of over 1,000,000 authors and 3,000 freelancers, we're committed to delivering exceptional support and optimizing conversion rates. Join our team and be part of a dynamic and innovative organization that's changing the face of publishing. Apply for this job