Customer Happiness Manager – Deliver Exceptional Experiences for arenaflex Authors and Publishing Professionals
At arenaflex, we're passionate about empowering authors and publishing professionals to create and share their stories with the world. Our innovative marketplace brings together the 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 users receive exceptional support, guidance, and experiences that foster a lifelong connection with our platform.
About arenaflex
arenaflex is a dynamic and rapidly growing company that's revolutionizing the way authors and publishing professionals collaborate and achieve their goals. Our community has grown to over 5,000,000 authors, and we're committed to continuing our mission of democratizing access to publishing expertise. If you're passionate about delivering outstanding customer experiences and want to join a forward-thinking organization, we invite you to explore this exciting opportunity.
Job Description
As a Customer Happiness Manager at arenaflex, you'll be part of a talented team of 8 professionals who share a common goal: to provide world-class support to our users. Your role will involve a range of responsibilities, including:
- Offering support to arenaflex users, addressing their queries, and resolving issues in a timely and professional manner.
- Reviewing projects submitted on the platform, ensuring that our users receive the best possible 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 based on user feedback and questions, ensuring that our users have access to accurate and up-to-date information.
- Suggesting product features based on user feedback, helping us to continuously improve and enhance our platform.
- Contributing to maintaining a high Net Promoter Score (NPS), currently at 86%, by delivering exceptional customer experiences.
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.
- Experience automating support processes, using tools such as Intercom, Crisp, or Zendesk.
- A great understanding of on-boarding and conversion rate optimization (CRO) techniques, with a passion for continuously improving our user experience.
- An entrepreneurial mindset, with a willingness to take ownership and drive results.
- Strong writing skills, with the ability to write clearly and accurately, using perfect grammar and spelling.
- Native-level English speaker, with excellent communication and interpersonal skills.
- Availability to work every other weekend, with a flexible schedule that allows you to balance your work and personal life.
Bonus Points
While not essential, the following skills and experiences will be highly valued:
- Previous experience working for a marketplace and/or in a creative industry, with a deep understanding of the publishing landscape.
- 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, with a positive attitude that's contagious to our team.
Benefits
As a valued member of our team, you'll enjoy a range of benefits, including:
- The opportunity to work from home, with a flexible schedule that allows you to balance your work and personal life.
- Paid paternal and maternal leave, with a comprehensive benefits package that supports your well-being.
- Annual team retreats, with opportunities to connect with your colleagues and celebrate our successes.
Salary Range
We offer a competitive salary range of $25k – $45k, depending on your experience and qualifications. If you're passionate about delivering exceptional customer experiences and want to join a dynamic and rapidly growing company, we invite you to apply for this exciting opportunity. Apply for this job