Head of Customer Experience

Fully remote in Europe.

About Reedsy

We’re here to give authors the tools and resources they need to create beautiful books. Our marketplace gathers the industry's best publishing professionals — the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer.

We’ve grown to a community of 1,000,000 authors and over 3,000 freelancers in just a few short years, while picking up a number of industry awards along the way 🏆

Want to hop on board and help us get to our next destination? Cool, keep reading!

Job Specification

You will lead a team of 8 across multiple time zones, defining best practices and improving our customer support processes to make them seamless. You will work closely with our engineering team to develop new features and automate our work.

Your role will involve:

• Leading our customer support team;
• Onboarding new agents, ensuring that they are trained in customer service skills and knowledge of Reedsy services;
• Maintaining and updating our FAQ based on user feedback and questions;
• Automating processes and tasks to make customer support more efficient;
• Tracking the performance of our support team;
• Suggesting product features based on user feedback; and
• Contributing to maintaining a high NPS (currently at 86!).

Requirements

• 5+ years of experience in customer support;
• 3+ years of experience leading customer support teams in a remote environment;
• Customer support experience (Intercom, Crisp, Zendesk, etc.);
• Experience identifying new issues and articulating them clearly to a product team;
•  Experience in recruitment;
• Experience training new hires to ensure constant delivery of top-notch service;
• Strong writing skills — you can write clearly and accurately, with perfect grammar and spelling;
• Native-level English speaker.

Bonus Points

• Previous experience working for a fast-growing startup, ideally with marketplace and/or in a creative industry;
• Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds; and
• A good dose of ambition, a willingness to learn, and a great sense of humor.

Benefits

• Work from home;
• Paid paternal and maternal leave;
• Reedski, our annual ski trip.

Salary range:

€40k – €50k