Job Description
At arenaflex, we're on a mission to empower authors and publishing professionals with the tools and resources they need to create beautiful books. Our marketplace brings together the industry's best publishing professionals, and we've grown to a community of 5,000,000 authors. We're now looking for a talented Customer Happiness Manager to join our team and help us achieve our next destination. **About arenaflex** arenaflex is a dynamic and innovative company that's revolutionizing the way people write and publish their books. Our team is passionate about creating a platform that's user-friendly, efficient, and provides the best possible experience for our authors and publishing professionals. We're committed to excellence, and we're looking for someone who shares our values and is eager to contribute to our success. **Job Description** As a Customer Happiness Manager at arenaflex, you'll play a critical role in supporting our authors, creative publishing professionals, and optimizing conversion. You'll be part of a close-knit team of 8, and your responsibilities will include: * Offering exceptional support to arenaflex users, ensuring their needs are met and their experience is positive * Reviewing projects submitted on the platform, providing feedback and guidance to authors and publishing professionals * 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 * Suggesting product features based on user feedback * Contributing to maintaining a high Net Promoter Score (NPS) of 86% **Requirements** To be successful in this role, you'll need: * 5+ years of customer support experience, preferably with experience using tools like Intercom, Crisp, or Zendesk * Experience automating support processes and optimizing conversion rate optimization (CRO) techniques * A great understanding of on-boarding and CRO techniques, with a passion for improving user experience * Entrepreneurial mindset and a willingness to take ownership of your work * 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 connect with your colleagues and celebrate our successes **Salary Range** The salary range for this role is $25k – $45k, depending on your experience and qualifications. **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. We're committed to excellence, and we're looking for someone who shares our values and is eager to contribute to our success. If you're a customer-focused professional with a passion for innovation and a drive to succeed, we'd love to hear from you. Apply now to join our team and help us achieve our next destination. What We Offer At arenaflex, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Some of the benefits we offer include: * Flexible Work Arrangements : Work from home, and enjoy the flexibility to manage your schedule and work environment. * Professional Development Opportunities : We're committed to helping you grow and develop your skills, with training and development programs to support your career goals. * Collaborative Work Environment : Join a close-knit team of talented professionals who share your passion for innovation and customer satisfaction. * Recognition and Rewards : We believe in recognizing and rewarding our team members for their hard work and contributions to our success. * Wellness and Self-Care : We're committed to supporting your physical and mental well-being, with access to wellness programs and resources. How to Apply If you're a motivated and customer-focused professional with a passion for innovation and a drive to succeed, we'd love to hear from you. To apply for this role, please submit your resume and a cover letter outlining your experience, qualifications, and why you're the perfect fit for this role. Apply for this job